udit assessmentofquality of ervice c (cmts) (j s 2016) … · 2017-12-16 · july to september 2016...

AUDIT & ASSESSMENTOFQUALITY OF SERVICE CELLULAR MOBILE TELEPHONE SERVICE (CMTS)

(JULY TO SEPTEMBER2016)

NORTH ZONE –HIMACHAL PRADESH CIRCLE PREPARED BY:

PHISTREAM CONSULTING PRIVATE LIMITED (An ISO – 9001:2008 Certified Company)

Office:C – 56A/5, First Floor, Sector – 62, Noida ● Telephone: +91-120-644-7778 ● Email: [email protected]

July to September 2016 – Himachal Pradesh Circle 2

TABLE OF CONTENTS

1. INTRODUCTION ................................................................................................................................................................ 6 1.1. ABOUT TRAI ....................................................................................................................................... 6

1.2. ABOUT PHISTREAM CONSULTING PRIVATE LIMITED ....................................................................... 6

1.3. OBJECTIVES ........................................................................................................................................ 6

1.4. COVERAGE .......................................................................................................................................... 7

1.5. SSA LIST ............................................................................................................................................ 7

1.6. FRAMEWORK USED ............................................................................................................................ 8

2. PMR REPORTS ............................................................................................................................................................... 9 2.1. MONTHLY PMR................................................................................................................................. 10

2.2. AUDIT PARAMETER: NETWORK ....................................................................................................... 11

2.3. DATA EXTRACTION POINTS ............................................................................................................. 11

2.4. AUDIT PROCEDURE .......................................................................................................................... 12

2.5. NETWORK CALCULATION METHODOLOGY ..................................................................................... 13

2.6. 3G VOICE .......................................................................................................................................... 14

2.7. 2G & 3G WIRELESS ......................................................................................................................... 16

3. 3 DAYS LIVE DATA ........................................................................................................................................................ 17 3.1. TCBH: SIGNIFICANCE AND SELECTION METHODOLOGY .............................................................. 17

3.2. CBBH: SIGNIFICANCE AND SELECTION METHODOLOGY .............................................................. 18

4. CUSTOMERSERVICE PARAMETERS ................................................................................................................................. 19 4.1. AUDIT PARAMETERS: CUSTOMER SERVICE ................................................................................... 19

4.2. CALCULATION METHODOLOGY: CUSTOMER SERVICE PARAMETER ............................................ 20

4.3. LIVE CALLING: SIGNIFICANCE AND METHODOLOGY ...................................................................... 21

4.4. BILLING COMPLAINTS ...................................................................................................................... 21

4.5. SERVICE COMPLAINTS REQUESTS .................................................................................................. 22

4.6. LEVEL 1 ............................................................................................................................................. 22

4.7. PROCESS TO TEST LEVEL 1 SERVICE ............................................................................................. 22

4.8. CUSTOMER CARE ............................................................................................................................. 24

4.9. INTER OPERATOR CALL ASSESSMENT ........................................................................................... 24

5. DRIVE TEST: SIGNIFICANCE AND METHODOLOGY ............................................................................................................. 25 5.1. OPERATOR ASSISTED DRIVE TEST ................................................................................................. 25

5.2. INDEPENDENT DRIVE TEST .............................................................................................................. 26

5.3. PARAMETERS EVALUATED DURING DRIVE TEST ........................................................................... 27

6. EXECUTIVE SUMMARY ................................................................................................................................................ 28 6. GENERAL INFORMATION ...................................................................................................................... 29

6.1. OPERATORS COVERED& ACTIVE SUBSCRIBER BASE .................................................................... 29

6.2 . SWITCHES/BSC/BTS DETAILS OF SERVICE PROVIDERS: ............................................. 29


6.3. BUSY HOUR OF VARIOUS SERVICE PROVIDERS: .................................................................. 30

6.4. AUDIT SCHEDULE ............................................................................................................................. 31

6.5. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – JULY 2016 MONTH ............................................. 32

6.6. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – AUGUST 2016 MONTH ....................................... 32

6.7. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – SEPTEMBER 2016 MONTH ................................. 32

6.8. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR QE – SEPTEMBER 2016 ............ 33

6.9. 2G VOICE 3 DAYS LIVE DATA ......................................................................................................... 33

6.10. 2G VOICE 3 DAYS LIVE DATA: JULY .......................................................................................... 33

6.11. 2G VOICE 3 DAYS LIVE DATA: AUGUST ..................................................................................... 34

6.12. 2G VOICE 3 DAYS LIVE DATA: SEPTEMBER .............................................................................. 34

6.13. 2G 3 DAYS LIVE DATA: CONSOLIDATED .................................................................................... 34

6.14. 3G VOICE PMR: JULY ................................................................................................................. 36

6.15. 3G VOICE PMR: AUGUST ............................................................................................................ 36

6.16. 3G VOICE PMR: SEPTEMBER ..................................................................................................... 36

6.17. 3G VOICE PMR: CONSOLIDATED ................................................................................................ 37

6.18. 3G VOICE 3 DAYS LIVE DATA: JULY .......................................................................................... 38

6.19. 3G VOICE 3 DAYS LIVE DATA: AUGUST ..................................................................................... 38

6.20. 3G VOICE 3 DAYS LIVE DATA: SEPTEMBER .............................................................................. 38

6.21. 3G VOICE 3 DAYS LIVE DATA: CONSOLIDATED ......................................................................... 39

6.22. 2G WIRELESS DATA: JULY .......................................................................................................... 40

6.23. 2G WIRELESS DATA: AUGUST .................................................................................................... 40

6.24. 2G WIRELESS DATA: SEPTEMBER .............................................................................................. 41

6.25. 2G WIRELESS DATA: CONSOLIDATED ........................................................................................ 41

6.26. 2G WIRELESS 3 DAYS LIVE DATA: JULY ................................................................................... 42

6.27. 2G WIRELESS 3 DAYS LIVE DATA: AUGUST .............................................................................. 42

6.28. 2G WIRELESS 3 DAYS LIVE DATA: SEPTEMBER ....................................................................... 42

6.29. 2G WIRELESS 3 DAYS LIVE DATA: CONSOLIDATED .................................................................. 43

6.30. 3G WIRELESS DATA: JULY .......................................................................................................... 44

6.31. 3G WIRELESS DATA: AUGUST .................................................................................................... 44

6.32. 3G WIRELESS DATA: SEPTEMBER .............................................................................................. 45

6.33. 3G WIRELESS DATA: CONSOLIDATED ........................................................................................ 45

6.34. 3G WIRELESS 3 DAYS LIVE DATA: JULY ................................................................................... 46

6.35. 3G WIRELESS 3 DAYS LIVE DATA: AUGUST .............................................................................. 46

6.36. 3G WIRELESS 3 DAYS LIVE DATA: SEPTEMBER ....................................................................... 47

6.37. 3G WIRELESS 3 DAYS LIVE DATA: CONSOLIDATED .................................................................. 47


6.38. POI CONGESTION: JULY .............................................................................................................. 48

6.39. POI CONGESTION: AUGUST ........................................................................................................ 48

6.40. POI CONGESTION: SEPTEMBER .................................................................................................. 49

6.41. POI CONGESTION: CONSOLIDATED ............................................................................................ 49

7. CUSTOMER SERVICE DELIVERY ....................................................................................................................................... 51 7.1. QUARTERLY CUSTOMER SERVICE DELIVERY (CSD) AUDITED DATA FOR

CELLULAR MOBILE SERVICES (JULY TO SEPTEMBER- 2016 MONTHS AUDITED DATA) .. 51

7.2. 3 DAY LIVE CUSTOMER SERVICE DELIVERY (CSD) AUDITED DATA FOR CELLULAR

MOBILE SERVICES (JULY TO SEPTEMBER- 2016 MONTHS AUDITED DATA) ......................... 52

8. CUSTOMER SERVICE DELIVERY (SUMMARY) ..................................................................................................................... 53 9. LIVE CALLING ASSESSMENT: .................................................................................................................. 55

9.1. INTER OPERATOR CALLS ASSESSMENT: ............................................................................................. 55

10. CUSTOMER CARE / HELPLINE ASSESSMENT& BILLING COMPLAINTS: ........................................................... 56 11. LEVEL -1 CALLING ASSESSMENT: ......................................................................................................................... 57 12. OPERATOR ASSISTED DRIVE TEST .................................................................................................................................. 60

12.1. ROUTE COVER MAP: KANGRA SSA: DAY 1 ............................................................................ 61

12.2. ROUTE MAP: KANGRA SSA: DAY 2 ......................................................................................... 61

12.3. ROUTE MAP: KANGRA SSA: DAY 3 ......................................................................................... 62

12.4. DRIVE TEST OUTCOME ................................................................................................................. 62

13. BLOCK SCHEMATIC DIAGRAM......................................................................................................................................... 63 13.1. ERICSSON...................................................................................................................................... 63

13.2. NSN ............................................................................................................................................... 64

13.3. HUAWEI ......................................................................................................................................... 65

14. ABBREVIATIONS ............................................................................................................................................................ 66 10. ANNEXURE ................................................................................................................................................................... 68

10.1. 2G VOICE PMR DATA: CONSOLIDATED ..................................................................................... 68

10.2. 3G VOICE PMR: CONSOLIDATED ................................................................................................ 69

10.3. BILLING AND CUSTOMER CARE ................................................................................................... 70

10.4. 2G PMR COMPARISON (TSP VS. AUDIT AGENCY): NETWORK PARAMETERS ........................ 71

10.4.1. SUM OF DOWNTIME OF BTSS IN A MONTH IN HRS. IN THE LICENSED SERVICE ........................ 72

10.4.2. NO. OF BTSS HAVING ACCUMULATED DOWNTIME OF >24 HOURS IN A MONTH ....................... 73

10.4.3. CALL SET-UP SUCCESS RATE (WITHIN LICENSEE OWN NETWORK) ..................................... 73

10.4.4. SDDCH/PAGING CHL. CONGESTION ...................................................................................... 74

10.4.5. TCH CONGESTION ................................................................................................................... 75

10.4.6. CALL DROP RATE (%AGE) ...................................................................................................... 76

10.4.7. WORST AFFECTED CELL HAVING MORE THAN 3% TCH DROP .............................................. 77

10.4.8. %AGE OF CONNECTION WITH GOOD VOICE QUALITY ............................................................. 78

10.5. 3G PMR COMPARISON (TSP VS. AUDIT AGENCY): NETWORK PARAMETERS ........................ 79

10.5.1. SUM OF DOWNTIME OF BTSS IN A MONTH IN HRS. IN THE LICENSED SERVICE AREA .......... 80


10.5.2. NO. OF BTSS HAVING ACCUMULATED DOWNTIME OF >24 HOURS IN A MONTH ................... 81

10.5.3. CALL SET-UP SUCCESS RATE (WITHIN LICENSEE OWN NETWORK) ..................................... 82

10.5.4. RRC CONGESTION ................................................................................................................... 83

10.5.5. RAB CONGESTION ................................................................................................................... 84

10.5.6. CIRCUIT SWITCHED VOICE DROP RATE .................................................................................. 85

10.5.7. WORST AFFECTED CELLS HAVING MORE THAN 3% CIRCUIT SWITCHED VOICE DROP RATE . 86

10.5.8. PERCENTAGE OF CONNECTIONS WITH GOOD CIRCUIT SWITCHED VOICE QUALITY ............ 87

10.6. PMR COMPARISON (TSP VS. AUDIT AGENCY): CSD PARAMETERS ....................................... 88

10.6.1. METERING AND BILLING CREDIBILITY : POSTPAID ................................................................. 89

10.6.2. METERING AND BILLING CREDIBILITY : PREPAID ................................................................... 90

10.6.3. %AGE COMPLAINT RESOLVED WITHIN 4 WEEKS ..................................................................... 91

10.6.4. %AGE COMPLAINTS RESOLVED WITHIN 6 WEEKS ................................................................... 92

10.6.5. %AGE OF WHERE CREDIT/WAIVER IS RECEIVED WITHIN ONE WEEK ...................................... 93

10.6.6. %AGE OF CALLS ANSWERED BY THE IVR ............................................................................... 94

10.6.7. %AGE OF CALLS ANSWERED BY THE OPERATORS (VOICE TO VOICE) WITHIN 90 SECONDS 95

10.6.8. %AGE OF TERMINATION/CLOSURE OF SERVICE WITHIN 7 DAYS ............................................ 96

10.6.9. CLEARED OVER A PERIOD OF <60 DAYS ................................................................................. 97

11. KEY FINDINGS ............................................................................................................................................................. 100 11.1. 2G VOICE PMR – CONSOLIDATED ..................................................................................... 100

11.2. 3 DAY LIVE - 2G VOICE PMR – CONSOLIDATED .............................................................. 100

11.3. BILLING AND CUSTOMER CARE ................................................................................................. 100


1. INTRODUCTION

1.1. ABOUT TRAI

TRAI's mission is to create and nurture conditions for growth of telecommunications in the country in a

manner and at a pace that will enable India to play a leading role in the emerging global information

society. One of the main objectives of TRAI is to provide a fair and transparent policy environment which

promotes a level playing field and facilitates fair competition.

In pursuance of above objective, TRAI has been issuing regulations, order and directives to deal with the

issues or complaints raised by the operators as well as the consumers. These regulations, order and

directives have helped to nurture the growth of multi operator multi service - an open competitive Junket

from a government owned monopoly. Also, the directions, orders and regulations issued cover a wide

range of subjects including tariff, interconnection and quality of service as well as governance of the

Authority.

TRAI initiated a regulation - The Standard of Quality of Service of Basic Telephone Service (Wireline)

and Cellular Mobile Telephone Service regulations, 2009 (7 of 2009) dated June 20, 2009 and Quality of

Service of Broadband Service Regulations, 2006 (11 of 2006) dated April 6, 2006 that provide the

benchmarks for the parameters on customer perception of service to be achieved by service provider.

In order to assess the above regulations, TRAI has commissioned a third party agency to conduct the

audit of the service providers and check the performance of the operators on the various benchmarks set

by Telecom Regulatory Authority of India (TRAI).

1.2. ABOUT PHISTREAM CONSULTING PRIVATE LIMITED

Phistream Consulting Private Limited is an ISO:9001 certified company who are one of the pioneers in

the field of technical audit, quality assurance and third party inspection services. Established more than a

decade ago in 2004, we aspire to provide longer term savings based on year-on-year productivity. With

our size, we are nimble and aspire to being a full service partner for providing consultancy services.

We have been helping our clients by determining the best solutions and enabling businesses to enjoy the

benefits of top-notch support without distracting their team from the main business focus. Our business

analysts have enough experience to get involved at the requirements gather stage through consulting

work handing off a detailed requirements document to our operations staff who in turn can train our

support and maintenance resources for ongoing engagement.

In keeping with our goal of being a one stop quality assurance and consulting partner, our specialists

employ a strategy and consulting-based implementation methodology and capitalize on strong program

governance to offer a wide range of services for various industry verticals.

1.3. OBJECTIVES

The primary objective of the Audit module is to:

Audit and Assess the Quality of Services being rendered by Basic Cellular Mobile (Wireless)

service against the parameters notified by TRAI. (The parameters of Quality of Services (QoS)

have been specified by in the respective regulations published by TRAI).

This report covers the audit results of the audit conducted for Cellular Mobile (Wireless) services in

Himachal Pradesh circle.


1.4. COVERAGE

The audit was conducted in Himachal Pradesh Circle covering all SSAs (Secondary Switching Areas).

Image Source: Wikipedia

1.5. SSA LIST

S. No. Circle SSA Name

1 HP Hamirpur

2 HP Kangra (Dharamsala)

3 HP Kullu

4 HP Mandi

5 HP Shimla

6 HP Solan


1.6. FRAMEWORK USED

Audit Activities

PMR Reports

Monthly PMR

3 Days Live Data

Drive Test

Operator Assisted

Independent

Level 1 Service

CSD Audit (Quarterly )

Billing Complain

Service request

Customer Service

Wireline & Broadband (Quarterly )

Billing Complain

Service Request

Level 1 Service/Inter

Operator

Customer Service

Inter Operator Call Assessment


2. PMR REPORTS

Significance and methodology: PMR or Performance Monitoring Reports are generated to assess the

various Quality of Service parameters involved in the mobile telephony service, which indicate the overall

health of service for an operator.

The PMR report for network parameters is taken for each month of the audit quarter and is extracted and

verified in the first week of the subsequent month of the audit month. For example, Sep 2016 audit data

was collected in the month of Oct 2016.

The PMR report for customer service parameters is extracted from Customer Service Centre and verified

once every quarter in the subsequent month of the last month of the quarter. For example, data for quarter

ending Sep 2016 was collected in the month of Oct 2016.

The raw data extracted from operator’s systems is used to create PMR in the following three formats:

Monthly PMR (Network Parameters)

3 Day Live Measurement Data (Network Parameters)

Customer Service Data

Let us understand these formats in details.

The TSP is intimated about the audit schedule in advance and accordingly the auditor visits the TSP premises to conduct the audit

Raw Data is extracted from the operator’s NOC/OMCR/call centre/billing centre etc. by the auditor with assistance from the operator personnel in order to generate PMR reports (Network/ Billing/ Customer Service etc.)

Calculations are done to generate new PMR from the RAW data

Hard copy of the PMR is duly signed by the auditor and competent authority from operator end.


2.1. MONTHLY PMR

This involved calculation of the various Quality of Service network parameters through monthly

Performance Monitoring Reports (PMR). The PMR reports were generated from the data extracted from

operator’s systems by the auditor with the assistance of the operator at the operator’s premises for the

month of July, August and September 2016. The performance of operators on various parameters was

assessed against thebenchmarks.

Parameters includes:

• BTS accumulated downtime • Worst affected BTS due to downtime

Network Availability

• Call Set Up success Rate (CSSR)

Connection Establishment (Accessibility)

• SDCCH/Paging Channel Congestion • TCH Congestion • Point of Interconnection

Network Congestion Parameters

• Call Drop rate • Worst affected cells having more than 3% TCH drop

Connection Maintenance

• % Connections with good voice quality

Voice Quality


2.2. AUDIT PARAMETER: NETWORK

Let us now look at the various parameters involved in the audit reports.

2.3. DATA EXTRACTION POINTS

The data is extracted from a terminal/computer connected to OMCR & OSS on the operator network.


2.4. AUDIT PROCEDURE

Extracted data is calculated as per the counter details provided by the operators. The details of counters

have been provided in the report. The calculation methodology for each parameter has been stated in the

table given below:

Tender document and latest list of licencees as per TRAI is taken as a reference document for assimilating the presence of operators. All the

wireless operators are then informed about the audit schedule

Audit formats and schedule is shared with the operators in advance. Details include day of the visit

and date of 3 day data collection and other requirements.

Auditors visit the operator's server/exchange/central NOC to extract data from operator's systems.

Operator personnel assist the auditor in extraction process.

The extracted data is validated and verfied by the Auditors.

Auditors then prepare a PMR report from the extracted data with assistance from the operator.


2.5. NETWORK CALCULATION METHODOLOGY

Parameter Calculation Methodology

BTS Accumulated Downtime

Sum of downtime of BTSs in a month in hours i.e.

total outage time of all BTSs in hours during a month / (24 x Number of days in a month x Number of

BTSs in the network in licensed service area) x 100

Worst Affected BTS Due to Downtime

(Number of BTSs having accumulated downtime greater than 24 hours in a month / Number of BTS

in

Licensed Service Area) * 100

Call Setup Success Rate (Calls Established / Total Call Attempts) * 100

SDCCH/ Paging Channel Congestion

SDCCH / TCH Congestion% = [(A1 x C1) + (A2 x C2)

+…….+ (An x Cn)] / (A1 + A2 +…+ An)

Where:

A1 = Number of attempts to establish SDCCH / TCH made on day 1

C1 = Average SDCCH / TCH Congestion % on day 1 A2 = Number of attempts to establish SDCCH /

TCH made on day 2

TCH Congestion

C2 = Average SDCCH / TCH Congestion % on day 2 An = Number of attempts to establish SDCCH /

TCH made on day n

Cn = Average SDCCH / TCH Congestion % on day n

POI Congestion

POI Congestion% = [(A1 x C1) + (A2 x C2) +…….+ (An x Cn)] / (A1 + A2 +…+ An) Where:

A1 = POI traffic offered on all POIs (no. of calls) on day 1

C1 = Average POI Congestion % on day 1

A2 = POI traffic offered on all POIs (no. of calls) on day 2

C2 = Average POI Congestion % on day 2

An = POI traffic offered on all POIs (no. of calls) on day n

Cn = Average POI Congestion % on day n

Call Drop Rate Total Calls Dropped / Total Calls Established x 100

Worst Affected Cells having more than 3% Total number of cells having more than 3% TCH drop during CBBH/ Total number of cells in the LSA

x 100 TCH drop

Connections with good voice quality No. of voice samples with good voice quality / Total

number of samples x 100


2.6. 3G VOICE

S. No. Name of

Parameter Definition Formula Benchmark

1 Network Availability

a. Total no. of

Node B's in LSA Total no. of Node B's

Licensed in LSA

b. Total downtime of all Node B's

When all the sector(s) of a Node B's are

down for > 60 minutes at an instant in a

whole day

c. No. of Worst

Affected Node B's

Node B'ss having more than 24 hours of Downtime in 3 Days

No. of Node B's having accumulated downtime of >24 hours in a month

<=2% ((No. of Node B's having Accumulated Downtime of > 24 hrs in a month) / Total no. of BTSs in the licensed

service area)*100

d. Node B's

accumulated downtime

Node B's downtime more than 24 hr in 3

days

Total no. of Node B's in the Licensed Service Area

<=2%

Sum of downtime of Node B's in a month in hours i.e. total outage time of

all Node B's in hours in a month

[(Sum of downtime of Node B's in a month in hrs)/(24* no. of days in the

month*no. of Node B's in the licensed service area)]*100

2 Connection Establishment (Accessibility)

a. Call Setup

Success Rate:

It is the % of total no. of call established to the total no. of call

attempt

Total No. of Voice Call Attempts

>=95%

Total No. of Voice Call Establishment

CSSR (Call Setup Success Rate = (Total No. of Voice Call Attempts/ Total No. of Voice Call Establishment)*100)

b. RRC

Congestion:

RRC Congestion rate is the % of Total No.

of RRC Failed Calls to the Total no. of RRC

Assigned Calls

RRC Attempts (RRC Connection Access) (A)

<=1% RRC Failed (RRC Connection Access Failed) (B)

RRC Congestion (%) [B/A]*100

c. RAB

Congestion: RAB Congestion rate is the % of Total No.

RAB Attempts (RAB Setup Access) (C) <=2%


of RAB Failed Calls to the Total no. of RAB

Assigned Calls

RAB Failed (RAB Setup Access Failed) (D)

RAB Congestion (%) [D/C]*100

3 Connection Maintenance (Retainability)

a. Circuit Switched Voice Drop Rate

It is the % of total no. of Dropped Calls to the total no. of Calls

Established

Total Established Calls (A)

<=2% Calls Dropped after Establishment (B)

Call Drop Rate [B/A]*100

b.

Worst affectedcells having more

than 3% Circuit Switched Voice

Drop Rate:

It is the % of total no. of Cells having > 3%

Circuit Switched Voice drop to the total no.

cells

Total No. of Cells (Sector)

<=3%

Total No. of Cells exceeding 3% Circuit Switched Voice Drop Rate in CBBH

(Cell Bouncing Busy Hour)

% of cells having more than 3% Circuit Switched Voice Drop Rate [(No. of cells having Circuit Switched Voice Drop Rate > 3% during CBBH in 31 days*100) / Total no. of cells in the

licensed service area]

c.

Percentage of connections with

Good Circuit Switched Voice

Quality

It can be defined as the % of Good Voice Quality Samples to

the total No. of Quality Samples

Percentage of connection with Good Circuit Switched Voice Quality

>=95%

4 POI

Total No. of POI’s in Month having >=0.5% POI congestion

Total no. Of POI's which are exceeding the POI congestion more than 0.5 %.

Total No. of call attempts on POI

<=0.5%

Total traffic served on all POIs (Erlang)

Total No. of circuits on all individual POIs

Total number of working POI Service Area wise

Capacity of all POIs

No. of all POI’s having >=0.5% POI congestion

Name of POI not meeting the benchmark (having >=0.5% POI

congestion)


2.7. 2G & 3G WIRELESS

S. No. Name of

Parameter Definition Formula Benchmark

1 Service Activation/

Provisioning

This refers to the activation of services after activation of the

SIM. This involves programming the various databases with the customer's information and any gateways to standard Internet

chat or mail services or any data services.

Total No. of Subscribers for Service

Activation (A) Within 4 Hours with

95% Success

Rate

Total Service Activations provided within 4 Hours (B)

Service Activation / Provisioning = (B/A) *

100

2 PDP Context

Activation Success Rate

PDP Context Activation Success Rate is the ratio of total number of

successfully completed PDP context activations to the total attempts of context activation

Total No. of PDP Context Activation

Requests (from SGSN to GGSN) (A)

>=95%


Success (path created b/w SGSN and GGSN)

(B)

PDP Context Activation Success Rate =(B/A)

*100

3 Drop Rate

It measures the inability of Network to maintain a connection

and is defined as the ratio of abnormal disconnects w.r.t. all

disconnects.

RNC originated PS Domain Iu Connection

Setup Success (A)

<=5% RNC originated PS Domain Iu Connection

Release (B)

Drop Rate = (B/A) * 100


3. 3 DAYS LIVE DATA

The main purpose of 3 day live measurement is to evaluate the network parameters on intraday basis.

While the monthly PMR report provides an overall view of the performance of QoS parameters, the 3 day

live data helps looking at intraday performance on the network parameters discussed earlier. All the

calculations are done on the basis of that raw data of 3 days.

The 3 day live data provides a sample of 9 days in a quarter (3 days each month of a quarter) with hourly

performance, which enables the auditor to identify and validate intraday issues for an operator on the QoS

network parameters. For example, network congestion being faced by an operator during busy/peak

hours.

Network related parameters were evaluated for a period of 3 days in each month. 3 day live audit was

conducted for 3 consecutive weekdays for each month. The data was extracted from each operator’s

server/ NOC etc. at the end of the 3rd day. The extracted data is then used to create a report (similar to

PMR report) to assess the various QoS parameters.

3.1. TCBH: SIGNIFICANCE AND SELECTION METHODOLOGY

As per QoS regulations 2009 (7 of 2009), Time Consistent Busy Hour” or “TCBH” means the one hour

period starting at the same time each day for which the average traffic of the resource group concerned is

greatest over the days under consideration and such Time Consistent Busy Hour shall be established on

the basis of analysis of traffic data for a period of ninety days.

Daywise RAW Data is fetched from the operator's OMCR and kept in readable format (preferably in MS- Excel). Data for a period of 90 days is used to identify TCBH.

90 Days period is Junided upon the basis of month of audit. For example, for the audit of June 2016, the 90 day period data used to identify TCBH would be the data of April, May & June 2016.

For each day, the hour in which average traffic of the resource group concerned is greatest for the day will be the 'Busy Hour' for the operator.

The model frequency of te busy hour is calculated for 90 days period and the hour with highest model frequency will beconsidered as TCBH for the operator.


3.2. CBBH: SIGNIFICANCE AND SELECTION METHODOLOGY

As per QoS regulations 2009 (7 of 2009), Cell Bouncing Busy Hour (CBBH) means the one hour period in

a day during which a cell in cellular mobile telephone network experiences the maximum traffic.

Step by step procedure to identify CBBH for an operator:

Daywise RAW Data is fetched from the operator's OMCR and kept in readable format (preferably in MS- Excel). Data for a period of 90 days is used to identify CBBH.

For each day the hour in which a cell in cellular mobile telephone network experiences maximum traffic for the day will be the 'Busy Hour' for the operator.

The model frequency of the busy hour is calculated for 90 days period and the hour with highest model frequency will be considered as CBBH for the operator.


4. CUSTOMERSERVICE PARAMETERS

The data to generate PMR report for customer service parameters is extracted at the operator premises

and verified once every quarter in the subsequent month of the last month of the quarter. For example,

data for quarter ending September 2016 was collected in the month of October 2016. To extract the data

for customer service parameters for the purpose of audit, auditors primarily visit the following locations/

departments/ offices at the operator’s end.

Central Billing Center

Central Customer Service Center

The operators are duly informed in advance about the audit schedule.

The Customer Service Quality Parameters include the following:

Metering and billing credibility (post-paid and prepaid)

Resolution of billing/charging complaints

Period of applying credit/waiver/adjustment to customer’s account

Response time to the customer for assistance

Termination/closure of service

Time taken for refund of security deposit after closures.

Most of the customer service parameters were calculated by averaging over the quarter; however billing

parameters were calculated by averaging over one billing cycle for a quarter. All the parameters have been

described in detail along with key findings of the parameter in the report.

The benchmark values for each parameter have been given in the table below.

4.1. AUDIT PARAMETERS: CUSTOMER SERVICE


4.2. CALCULATION METHODOLOGY: CUSTOMER SERVICE PARAMETER

Parameter Calculation Methodology

Metering and billing credibility : Post-paid

Total billing complaints received during the relevant

billing cycle / Total bills generated during the

relevant billing cycle *100

Metering and billing credibility : Pre-paid

Total charging complaints received during the

quarter/ Total number of subscribers reported by the

operator at the end of the quarter * 100

Resolution of billing/ charging complaints

(Post-paid + Pre-paid)

There are two benchmarks involved here:

Billing or Charging Complaints resolved in 4 weeks

from date of receipt / Total billing or charging

complaints received during the quarter) x 100

Billing or Charging Complaints resolved in 6 weeks

from date of receipt / Total billing or charging

complaints received during the quarter) x 100

Period of applying credit waiver

Number of cases where credit waiver is applied

within 7 days/ total number of cases eligible for

credit waiver * 100

Call centre performance IVR (Calling getting

connected and answered by IVR)

Number of calls connected and answered by

IVR/ All calls attempted to IVR * 100

Call centre performance (Voice to Voice)

Call centre performance Voice to Voice =

(Number of calls answered by operator within 90

seconds/ All calls attempted to connect to the

operator) * 100

The calculation excludes the calls dropped before 90

seconds

Time taken for termination/ closure of service Number of closures done within 7 days/ total number

of closure requests * 100

Time taken for refund for deposit after closures

Number of cases of refund after closure done within

60 days/ total number of cases of refund after

closure * 100


4.3. LIVE CALLING: SIGNIFICANCE AND METHODOLOGY

Live calling activity was carried out during the period of QE September2016. The data considered for live

calling was for the month prior to the month in which the live calling activity was being conducted. In this

case, data of September2016 was considered for live calling activity conducted in October2016.

A detailed explanation of each parameter is explained below:

4.4. BILLING COMPLAINTS

Live calling is done to verify Resolution of billing complaints within stipulated time. The process for this

parameter is stated below:

Auditors request the operator provided the database of all the subscribers who reported billing

complaints in one month prior to the auditor visit. In case of BSNL, data for the complaints from

the subscribers belonging to the sample exchanges is requested specifically.

A sample of 10% or 100 complainants, whichever is less, is selected randomly from the list

provided by operator.

Calls are made by auditors to the sample of subscribers to check and record whether the complaint was

resolved within the timeframes as mentioned in the benchmark.

All the complaints related to billing as per clause 3.7.2 of QoS regulation of 20th June, 2015 were

considered as population for selection of samples.

TRAI Benchmark: Resolution of billing/ charging complaints: 98% within 4 weeks, 100% within 6 weeks.

The auditor visits the operator premises for Live Calling. Theoperators provide the RAW data of customer complaints (billingand services) and also the list of customer service numbers tobe verified through live calling

The auditor makes the live calls using operator SIM to a random sample of subscribers from the RAW data provided to verify the resolution of complaints

The auditor verifies the performance of call centre, level 1services by calling the numbers using operator SIM. The list ofcall centre numbersis provided by the operator.

The auditors also make test calls to subscribers of otheroperators to assess the inter-operator call connectivity in thesame licensed service area


4.5. SERVICE COMPLAINTS REQUESTS

“Service request” means a request made to a service provider by its consumer pertaining to his account,

and includes:

A request for change of tariff plan

A request for activation or deactivation of a value added service or a supplementary service or a

special pack

A request for activation of any service available on the service provider’s network

A request for shift or closure or termination of service or for billing details

All the complaints other than billing were covered. A total of 100 calls per service provider for each service

in licensed service area were done by the auditors.

4.6. LEVEL 1

Level 1 is used for accessing special services like emergency services, supplementary services, inquiry

and operator-assisted services.

Level 1 Services include services such as police, fire, ambulance (Emergency services). Test calls were

made from operator SIMs. A total of 150 test calls were made per service provider in the quarter.

While most of the Level 1 services are toll free, it has been observed that some Level 1 services may not

be toll free. In April, May and June’15, auditor has tried contacting the list of Level 1 services provided by

TRAI as per the NNP (National Numbering Plan).

4.7. PROCESS TO TEST LEVEL 1 SERVICE

During the operator assisted drive test, auditors ask the operator authorized personnel to make 5

calls in each SDCA on the Level 1 Service numbers provided by TRAI. The list contains a

description of the numbers along with dialling code.

Operators might also provide a list of L1 services. To identify emergency L1 service numbers,

auditors check if there is any number that starts with code ‘10’ in that list. If auditors find any

emergency number in addition to the below list, that number is also tested during live calling.

On receiving the list, auditors verify it if the below given list of numbers are active in the service

provider’s network.

If there are any other additional numbers provided by the operator, auditors also do live calling on

those numbers along with below list.

If any of these numbers is not active, then we would write the same in our report, auditors write in

the report.

Post verifying the list, auditors do live calling by equally distributing the calls among the various

numbers and update the results in the live calling sheet.


Sr.No. Level-1 (Emergency) Helpline Number Details

1 100 Police

2 101 Fire

3 102 Ambulance

4 104 Health Information Helpline

5 108 Emergency and Disaster Management Helpline

6 138 All India Helpine for Passangers

7 149 Public Road Transport Utility Service

8 181 Chief Minister Helpline

9 182 Indian Railway Security Helpline

10 1033 Road Accident Management Service

11 1037 Public Grievance Cell DoT HQ as 'Telecom Consumer Grievance Redressal Helpline'

12 1056 Emergency Medical Services

13 106X State of the Art Hospitals - AIIMS

14 1063 Public Grievance Cell DoT Hq

15 1064 Anti-Corruption Helpline

16 1070 Relief Commission for Natural Calamities

17 1071 Air Accident Helpline

18 1072 Rail Accident Helpline

19 1073 Road Accident Helpline

20 1077 Control Room for District Collector

21 1090 Call Alert ( Crime Branch)

22 1091 Women Helpline

23 1097 National AIDS Helpline to NACO

24 1099 Central Accident and Trauma Services (CATS)

25 10580 Educational& Vocational Guidance and Counselling

26 10589 Mother and Child Tracking ( MCTH)

27 10740 Central Pollution Control Board

28 10741 Pollution Control Board

29 1511 Police Related Service for all Metro Railway Project

30 1512 Prevention of Crime in Railway

31 1514 National Career Service(NCS)

32 15100 Free Legal Service Helpline

33 155304 Municipal Corporations

34 155214 Labour Helpline

35 1903 Sashastra Seema Bal (SSB)

36 1909 National Do Not Call Registry

37 1912 Complaint of Electricity

38 1916 Drinking Water Supply

39 1950 Election Commission of India


4.8. CUSTOMER CARE

Live calling is done to verify response time for customer assistance is done to verify the performance of

call centre in terms of:

Calls getting connected and answered by operator’s IVR.

% age of calls answered by operator / voice to voice) within 90 seconds: In 95% of the cases or

more

The process for this parameter is stated below:

Overall sample size is 100 calls per service provider per circle at different points of time, evenly

distributed across the selected exchanges – 50 calls between 1100 HRS to 1400 HRS and 50

calls between 1600 HRS to 1900 HRS.

Time to answer the call by the operator was assessed from the time interviewer pressed the

requisite button for being assisted by the operator.

All the supplementary services that have any kind of human intervention are to be covered here. It

also includes the IVR assisted services.

4.9. INTER OPERATOR CALL ASSESSMENT

A total of 100 calls per service provider to all the other service providers in a licensed service area were

done for the purpose of audit.

Inter Operator Call

Assessment Aircel Airtel BSNL Idea

RCOM GSM

TTSL CDMA

TTSL GSM

Vodafone

Aircel - 100% 100% 100% 100% 100% 100% 100%

Airtel 100% - 100% 100% 100% 100% 100% 100%

BSNL 100% 100% - 100% 100% 100% 100% 100%

Idea 100% 100% 100% - 100% 100% 100% 100%

RCOM GSM 100% 100% 100% 100% - 100% 100% 100%

TTSL CDMA 100% 100% 100% 100% 100% - 100% 100%

TTSL GSM 100% 100% 100% 100% 100% 100% - 100%

VODAFONE 100% 100% 100% 100% 100% 100% 100% -


5. DRIVE TEST: SIGNIFICANCE AND METHODOLOGY

Drive test, as the name suggests, is conducted to measure the outdoor coverage in a moving vehicle in a

specified network coverage area.

The main purpose of the drive test is to check the health of the mobile network of various operators in the

area in terms of coverage (signal strength), voice quality, call drop rate, call set up success rate etc.

To assess the indoor coverage, the test is also conducted at two static indoor locations in each SSA, such

as Malls, office buildings, shopping complexes, government buildings etc.

There are two types of drive test as mentioned below.

Operator Assisted Drive Test

Independent Drive Test

The main difference between the two is that in the operator assisted, operators participate in the drive test

along with their hardware, software, phones etc. while in the independent drive test PhiStream conducts

the drive test on solitary basis and uses its own hardware. Operators generally do not have any knowledge

of the independent drive test being conducted.

5.1. OPERATOR ASSISTED DRIVE TEST

Himachal Pradesh circle consists of total 6 SSA’s and each SSA needs to be audit in the span of 12

months.

The methodology adopted for the drive test:

3 consecutive days drive test in each SSA. SSA would be defined as per DOT guidelines and

month wise SSA list is finalized by regional TRAI office.

On an average, a minimum of 80 kilometres are covered each day

Route map was designed in such a way that all the major roads, highways and all the important

towns and villages were covered as part of audit.

Special emphasis was given to those areas where the number of complaints received were on the

higher side, if provided by TRAI.

The route is defined in a way that we cover maximum area in the SSA and try to cover maximum

villages and cities within the SSA. The route is designed such that there is no overlap of roads and

we can start from the point from where we had left last day (if possible).

The route was classified as – Within City, Major Roads, Highways, Shopping complex/ Mall and

Office Complex/ Government Building

There were no fixed calls which we need to do for within city, major roads and highways, but a

minimum of 30 calls in each route, i.e., within city, major roads and highways on each day. For

indoors, 20 calls each for shopping and office complex each day preferably in relatively bigger city.

The drive test covered selected cities and adjoining towns/rural areas where the service provider

has commenced service, including congested areas and indoor sites.

The drive test of each mobile network was conducted between 10 am and 8 pm on weekdays.

The Vehicle used in the drive tests was equipped with the test tool that automatically generates

calls on the mobile telephone networks.

The speed of the vehicle was kept at around 30 km/hr.

The holding period of each test call was 120 seconds.

A test call was generated 10 seconds after the previous test call is completed.

Height of the antenna was kept uniform in case of all service providers.


5.2. INDEPENDENT DRIVE TEST

The number of independent drive tests to be conducted and their locations are decided basis TRAI

recommendation.

A minimum of 80 kilometres was traversed during the independent drive test in a SSA. The SSA

would be defined as per BSNL and SSA list will be finalized by regional TRAI office.

Route map was designed in such a way that all the major roads, highways and all the important

towns and villages were covered as part of audit.

Special emphasis was given to those areas where the number of complaints received were on the

higher side, if provided by TRAI.

The route is defined in a way that we cover maximum area in the SSA and try to cover maximum

villages and cities within the SSA. The route is designed such that there is no overlap of roads (if

possible).

The route was classified as – Within city, Major Roads, Highways, Shopping complex/ Mall and

Office Complex/ Government Building

There were no fixed calls which we need to do for within city, major roads and highways, but a

minimum of 30 calls in each route, i.e., within city, major roads and highways on each day. For

indoors, 20 calls each for shopping and office complex each day preferably in relatively bigger city.

The drive test covered selected cities and adjoining towns/rural areas where the service provider

has commenced service, including congested areas and indoor sites.

The drive test of each mobile network was conducted between 10 am and 8 pm on weekdays.

The Vehicle used in the drive tests was equipped with the test tool that automatically generates

calls on the mobile telephone networks.

The speed of the vehicle was kept at around 30 km/hr.

The holding period of each test call was 120 seconds.

A test call was generated 10 seconds after the previous test call is completed.

Height of the antenna was kept uniform in case of all service providers.


5.3. PARAMETERS EVALUATED DURING DRIVE TEST

The parameters which were captured during the drive test include. Below are the parameters which are

captured for the GSM and CDMA operators.

Coverage-Signal strength (GSM)

Total calls made (A)

Number of calls with signal strength between 0 to -75 dBm



Coverage-Signal strength (CDMA)

Total Ec/Io BINS (A)

Total Ec/Io BINS with less than –15 (B)

Low Interference = [1 - (B/A)] x 100

Voice quality (GSM)

Total RxQual Samples– A

RxQual samples with 0-5 value – B

%age samples with good voice quality = B/A x 100

Voice quality (CDMA)

Total FER BINs (forward FER) – A

FER BINs with 0-2 value (forward FER) – B

FER BINs with 0-4 value (forward FER) – C

%age samples with FER bins having 0-2 value (forward FER) = B/A x 100

%age samples with FER bins having 0-4 value (forward FER) = C/A x 100

No. of FER samples with value > 4 = [A-C]

Call setup success rate

Total number of call attempts – A

Total Calls successfully established – B

Call success rate (%age) = (B/A) x 100

Blocked calls

100% - Call Set up Rate

Call drop rate

Total Calls successfully established – A

Total calls dropped after being established – B

Call Drop Rate (%age) = (B/A) x 100


6. EXECUTIVE SUMMARY

The executive summary put in a nutshell the key findings of the Audit by providing: -

“Service provider performance report” for Cellular mobile, Basic (wire line) and Broadband services ,

which gives a foretaste of the performance of various operators against the benchmark specified by

TRAI, during the months in which the Audit was carried out by PhiStream Consulting Pvt. Ltd.

Auditors.

“Parameter wise critical findings” for Cellular mobile, Basic (wire line) and Broadband services: This

indicates key observations and findings from different activities carried out during the Audit process.

PhiStream conducted audit involved a 3 stage verification process which consisted of auditing the

records of the service providers and verifying the data submitted to TRAI. The second step involved a

three day live measurement of all the network parameters. On the basis of the three days live

measurement, the auditors checked the busy hour of the day for the service provider and collected

the data for this busy hour for the month in which the audit was conducted Finally, the performance of

the service providers was also gauged by conducting drive tests in three select SSAs per service

provider per quarter.

The three stage audit / verification viz audit of the records, live measurements and drive tests of all

the cellular mobile operators was repeated every month. In case of Basic (Wire line) and Broadband,

this exercise is required to be carried out on quarterly basis.


6. GENERAL INFORMATION

6.1. OPERATORS COVERED& ACTIVE SUBSCRIBER BASE

Name of Operator Number of Subscriber

(Up to September 30, 2016)

AIRCEL 1108791

AIRTEL 2917431

BSNL 1910245

IDEA 815076

RCOM GSM 1595450

TTSL CDMA 48277

TTSL GSM 177072

VODAFONE 755615

6.2 . SWITCHES/BSC/BTS DETAILS OF SERVICE PROVIDERS:

SWITCHES/BSC/BTS DETAILS OF SERVICE PROVIDERS:

Sr.No. Name of Service Provider

No. of cells

BTS BSC MSC+GMSC NSS make BSS make Node B RNC

1 Aircel 2193 735 8 2 Ericsson/ZTE Ericsson NA NA

2 Airtel 4749 1619 17 4 Ericsson Ericsson 1534 5

3 BSNL 3635 1247 19 4+1 Ericsson+ZTE Ericsson+Nokia+ZTE 364 6

4 IDEA 3485 1181 7 3 Ericsson Ericsson 732 3

5 RCOM GSM 2254 765 12 2 MSC-Huawei ZTE 188 2

6 TTSL CDMA 422 130 1 1 Ericsson ZTE NA NA

7 TTSL GSM 2254 765 12 2 MSC-Huawei ZTE 188 2

8 VODAFONE 2667 877 11 1 NSN NSN NA NA

Note: Node B & RNC is marked as Not Applicable (N.A.) for the services providers who do not have 3G services licence in the circle. DNA: Data not available


6.3. BUSY HOUR OF VARIOUS SERVICE PROVIDERS:

Sl. No. Name of Service Provider Month of Audit Network TCBH Hour

GSM Operators

1 Aircel September-16 20:00 - 21:00

2 Airtel September-16 19:00 - 20:00

3 BSNL September-16 19:00 - 20:00

4 IDEA September-16 20:00 - 21:00

5 RCOM GSM September-16 19:00 - 20:00

6 TTSL CDMA September-16 20:00 - 21:00

7 TTSL GSM September-16 20:00 - 21:00

8 VODAFONE September-16 20:00 - 21:00

The TCBH reported by all the service providers matched the network busy hour calculated by Phistream auditors for the Himachal Pradeshcircle.


6.4. AUDIT SCHEDULE

Note: Audit schedule mentioned above is for the PMR audit for the last month. 3 day live monitoring for the current month was carried along with the PMR audit.

Colour codes to read the report:

Not meeting the benchmark

N/A Not applicable

DNA Data not available (At TSP premises)

NP Not Provided by TSP

Sl. No.

Service Provider

Dates of live measurement Audit

GSM Operators July-16 Aug-16 Sept-16 Audit Location

1 AIRCEL 11 to 13 July

2016 17 to19Aug

2016 13 to 15 Sept

2016 3rd Floor Keothal Complex Khalini Shimla.

2 AIRTEL 14, 15&18 July 2016

22 to 24Aug 2016

21 to 23 Sept 2016

Bharti Airtel Campus, Plot No 21, Rajiv Gandhi Information and Technology Park, Chandigarh, 160101

3 BSNL 11 to 13July

2016 16 to 18Aug

2016 9, 12 & 13 Sept 2016

BSNL Shimla

4 IDEA 6 to 8July

2016 4,5 & 8 Aug

2016 5 to 7 Sept

2016 Idea Cellular Limited, Phase -7 Industrial Area, Mohali

5 RCOM GSM 6 to 8July

2016 3 to 5Aug

2016 21 to 23 Sept

2016 Reliance Communications Ltd., Phase-8, Industrial Area,

Mohali

6 TATA CDMA 1,2 & 4 July

2016 4, 5 & 8 Aug

2016 22, 23 & 26 Sept 2016

Tata Teleservices Ltd Charu sood Building Chota Shimla, Kasumpti

7 TATA GSM 1,2 & 4 July

2016 4, 5 & 8 Aug

2016 22, 23 & 26 Sept 2016

Tata Teleservices Ltd Charu sood Building Chota Shimla, Kasumpti

8 VODAFONE 4 to 6July

2016 3 to 5Aug

2016 1, 2 & 5 Sept

2016 130 durga cottage SDA complex Kasumpti Shimla


6.5. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – JULY 2016 MONTH

6.6. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – AUGUST 2016 MONTH

6.7. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR – SEPTEMBER 2016 MONTH

Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TTSL CDMA TTSL GSM VODAFONE

Sum of downtime of BTSs in a

month in hrs. in the licensed

service area

≤ 2% 0.16% 0.02% 1.97% 0.21% 0.15% 0.01% 0.00% 0.02%

No. of BTSs having accumulated

downtime of >24 hours in a month≤ 2% 0.00% 0.19% 1.92% 1.20% 1.60% 0.00% 0.00% 0.00%

Call Set-up Success Rate (Within

Licensee own network≥ 95% 99.37% 98.74% 98.44% 99.42% 95.14% 99.26% 99.52% 99.89%

SDDCH/Paging chl. Congestion ≤ 1% 0.10% 0.30% 0.90% 0.15% 0.33% 0.00% 0.00% 0.02%

TCH Congestion ≤ 2% 0.43% 0.36% 1.56% 0.24% 0.84% 0.03% 0.00% 0.11%

Call Drop Rate (%age) ≤ 2% 1.26% 0.59% 1.92% 1.34% 0.35% 0.11% 0.12% 0.68%

Worst Affected cell having more

than 3% TCH drop≤ 3% 11.85% 0.54% 2.45% 2.27% 1.23% 2.34% 0.00% 2.31%

%age of connection with good

voice quality≥ 95% 95.21% 98.02% 95.02% 96.92% 96.59% 98.06% 94.67% 97.29%

Jul-16


Connection

Establishment

(Accessibility)

Connection

Maintenance

(Retainability)

Network Parameters Name of Service Provider




service area

≤ 2% 0.17% 0.02% 1.91% 0.27% 0.16% 0.04% 0.00% 0.03%






TCH Congestion ≤ 2% 0.37% 0.35% 1.95% 0.25% 0.45% 0.05% 0.00% 0.14%



than 3% TCH drop≤ 3% 11.89% 0.65% 2.59% 2.28% 1.69% 2.74% 0.00% 2.29%


voice quality≥ 95% 95.30% 97.94% 95.03% 97.78% 96.50% 98.03% 97.44% 97.29%

Aug-16

Network ParametersName of Service Provider


Connection

Establishment

(Accessibility)

Connection

Maintenance

(Retainability)




service area

≤ 2% 0.10% 0.03% 1.89% 0.12% 0.15% 0.00% 0.00% 0.02%






TCH Congestion ≤ 2% 0.40% 0.12% 1.42% 0.06% 1.01% 0.00% 0.00% 0.17%



than 3% TCH drop≤ 3% 10.68% 0.66% 2.74% 1.75% 1.88% 0.53% 0.00% 2.28%


voice quality≥ 95% 95.50% 97.95% 95.03% 97.40% 96.55% 97.91% 96.38% 97.37%

Sep-16



Connection

Establishment

(Accessibility)

Connection

Maintenance

(Retainability)


6.8. 2G VOICE QOS PERFORMANCE OF MONTHLY PMR QE – SEPTEMBER 2016

6.9. 2G VOICE 3 DAYS LIVE DATA

A three day live measurement was conducted to measure the QoS provided by the operators. It was seen

from the live data collected, that the performance of the operators across all parameters more or less

corroborated with the audit data collected.

6.10. 2G VOICE 3 DAYS LIVE DATA: JULY




service area

≤ 2% 0.14% 0.02% 1.92% 0.20% 0.15% 0.02% 0.00% 0.02%






TCH Congestion ≤ 2% 0.40% 0.28% 1.64% 0.18% 0.77% 0.03% 0.00% 0.14%



than 3% TCH drop≤ 3% 11.48% 0.62% 2.59% 2.10% 1.60% 1.87% 0.00% 2.29%


voice quality≥ 95% 95.34% 97.97% 95.03% 97.37% 96.55% 98.00% 96.16% 97.32%


Connection

Establishment

(Accessibility)

Connection

Maintenance

(Retainability)

Consolidated





service area

≤ 2% 0.04% 0.01% 2.00% 0.43% 0.31% 0.00% 0.00% 0.05%






TCH Congestion ≤ 2% 0.20% 0.43% 2.36% 0.07% 0.35% 0.17% 0.00% 0.17%



than 3% TCH drop≤ 3% 11.52% 0.46% 2.45% 2.50% 1.20% 2.53% DNA 2.30%


voice quality≥ 95% 95.24% 98.12% 95.62% 95.39% 96.62% 98.06% 97.19% 97.27%

Jul-16



Connection

Establishment

(Accessibility)

Connection

Maintenance

(Retainability)


6.11. 2G VOICE 3 DAYS LIVE DATA: AUGUST

6.12. 2G VOICE 3 DAYS LIVE DATA: SEPTEMBER

6.13. 2G 3 DAYS LIVE DATA: CONSOLIDATED




service area

≤ 2% 0.19% 0.01% 2.02% 0.18% 0.28% 0.05% 0.00% 0.02%






TCH Congestion ≤ 2% 0.19% 0.40% 1.89% 0.23% 0.37% 0.00% 0.00% 0.12%



than 3% TCH drop≤ 3% 10.85% 0.99% 2.59% 2.51% 1.51% 2.21% DNA 2.32%


voice quality≥ 95% 95.23% 97.84% 95.15% 96.76% 96.58% 98.09% 96.73% 97.34%

Connection

Maintenance

(Retainability)

Aug-16



Connection

Establishment

(Accessibility)




service area

≤ 2% 0.08% 0.01% 1.55% 0.12% 0.18% 0.00% 0.00% 0.03%






TCH Congestion ≤ 2% 0.42% 0.15% 1.73% 0.04% 1.10% 0.01% 0.00% 0.11%



than 3% TCH drop≤ 3% 10.14% 0.39% 8.01% 2.38% 2.17% 0.40% DNA 2.30%


voice quality≥ 95% 95.39% 97.94% 95.39% 97.69% 96.51% 9797.87% 98.75% 97.39%

Sep-16



Connection

Establishment

(Accessibility)

Connection

Maintenance

(Retainability)




service area

≤ 2% 0.10% 0.01% 1.86% 0.24% 0.26% 0.02% 0.00% 0.03%






TCH Congestion ≤ 2% 0.27% 0.33% 1.99% 0.11% 0.61% 0.06% 0.00% 0.13%



than 3% TCH drop≤ 3% 10.84% 0.62% 4.35% 2.46% 1.63% 1.71% DNA 2.31%


voice quality≥ 95% 95.29% 97.97% 95.39% 96.61% 96.57% 3331.34% 97.56% 97.33%

Connection

Maintenance

(Retainability)

Consolidated



Connection

Establishment

(Accessibility)


6.14. 3G VOICE PMR: JULY

Jul-16


Benchmark AIRTEL BSNL IDEA RCOM GSM


Sum of downtime of BTSs in a month in hrs. in the licensed service area

≤ 2% 0.12% 1.45% 0.12% 0.21%

No. of BTSs having accumulated downtime of >24 hours in a month

≤ 2% 0.20% 1.47% 0.00% 0.59%


Call Set-up Success Rate (Within Licensee own network

≥ 95% 99.12% 98.39% 99.30% 98.70%

RRC Congestion: ≤ 1% 0.00% 0.61% 0.38% 0.15%

RAB Congestion: ≤ 2% 0.00% 0.63% 0.13% 0.01%

Connection Maintenance (Retainability)

Circuit Switched Voice Drop Rate ≤ 2% 0.59% 0.93% 0.82% 0.05%

Worst affected cells having more than 3% Circuit Switched Voice Drop Rate:

≤ 3% 1.12% DNA 1.74% 0.16%

Percentage of connections with Good Circuit Switched Voice Quality

≥ 95% 98.93% 99.67% 97.30% 99.90%

6.15. 3G VOICE PMR: AUGUST

Aug-16





≤ 2% 0.18% 1.39% 0.14% 0.18%


≤ 2% 0.13% 1.37% 1.78% 0.53%



≥ 95% 99.13% 98.75% 99.30% 99.67%

RRC Congestion: ≤ 1% 0.01% 0.59% 0.35% 0.05%

RAB Congestion: ≤ 2% 0.00% 0.49% 0.18% 0.00%




≤ 3% 1.08% DNA 1.63% 0.20%


≥ 95% 98.84% 99.60% 96.54% 99.90%

6.16. 3G VOICE PMR: SEPTEMBER

Sep-16





≤ 2% 0.14% 1.42% 0.10% 0.31%


≤ 2% 0.13% 1.26% 0.00% 1.60%



≥ 95% 99.22% 98.80% 99.16% 99.70%

RRC Congestion: ≤ 1% 0.05% 0.56% 0.28% 0.03%

RAB Congestion: ≤ 2% 0.01% 0.52% 0.13% 0.00%




≤ 3% 1.00% 2.08% 1.95% 0.41%


≥ 95% 98.89% 99.61% 96.99% 99.90%


6.17. 3G VOICE PMR: CONSOLIDATED

Consolidated





≤ 2% 0.15% 1.42% 0.12% 0.23%


≤ 2% 0.15% 1.37% 0.59% 0.91%



≥ 95% 99.16% 98.65% 99.25% 99.36%

RRC Congestion: ≤ 1% 0.02% 0.59% 0.33% 0.08%

RAB Congestion: ≤ 2% 0.00% 0.54% 0.15% 0.01%




≤ 3% 1.07% 2.08% 1.77% 0.26%


≥ 95% 98.89% 99.63% 96.95% 99.90%


6.18. 3G VOICE 3 DAYS LIVE DATA: JULY

Jul-16


Benchmark AIRTEL BSNL IDEA RCOM



≤ 2% 0.35% DNA 0.18% 0.13%


≤ 2% 0.00% DNA 0.00% 0.00%



≥ 95% 99.18% 98.71% 99.46% 98.25%

RRC Congestion: ≤ 1% 0.00% 0.62% 0.14% 0.08%

RAB Congestion: ≤ 2% 0.00% 0.44% 0.04% 0.01%




≤ 3% 1.24% DNA 1.72% 0.47%


≥ 95% 98.93% 99.68% 98.17% 99.90%

6.19. 3G VOICE 3 DAYS LIVE DATA: AUGUST

Aug-16





≤ 2% 0.59% DNA 0.10% 0.03%


≤ 2% 0.00% DNA 0.00% 0.00%



≥ 95% 99.21% 98.95% 99.40% 99.17%

RRC Congestion: ≤ 1% 0.01% 0.61% 0.21% 0.08%

RAB Congestion: ≤ 2% 0.00% 0.41% 0.09% 0.00%




≤ 3% 1.50% DNA 2.11% 0.00%


≥ 95% 98.85% 99.45% 98.25% 99.90%

6.20. 3G VOICE 3 DAYS LIVE DATA: SEPTEMBER

Sep-16





≤ 2% 0.41% DNA 0.07% 0.24%


≤ 2% 0.00% DNA 0.00% 0.00%



≥ 95% 99.06% 98.78% 97.89% 99.92%

RRC Congestion: ≤ 1% 0.16% 0.59% 0.17% 0.02%

RAB Congestion: ≤ 2% 0.02% 0.67% 0.09% 0.00%




≤ 3% 0.96% DNA 2.27% 0.48%


≥ 95% 98.89% 99.61% 97.81% 99.90%


6.21. 3G VOICE 3 DAYS LIVE DATA: CONSOLIDATED

Consolidated





≤ 2% 0.45% DNA 0.12% 0.13%


≤ 2% 0.00% DNA 0.00% 0.00%



≥ 95% 99.15% 98.81% 98.92% 99.11%

RRC Congestion: ≤ 1% 0.06% 0.61% 0.18% 0.06%

RAB Congestion: ≤ 2% 0.01% 0.51% 0.07% 0.00%




≤ 3% 1.23% DNA 2.03% 0.32%


≥ 95% 98.89% 99.58% 98.08% 99.90%


6.22. 2G WIRELESS DATA: JULY

6.23. 2G WIRELESS DATA: AUGUST

S. No. Name of Parameter Benchmark AIRCEL AIRTEL BSNL IDEA RCOM GSM TTSL CDMA TTSL GSM VODAFONE

1

i)Total No. of Subscribers for Service

Activation (A)157586 DNA 188 53619 42720 DNA DNA 3165

ii)Total Service Activations provided within

4 Hours (B)157562 DNA 188 53617 42720 DNA DNA 3164

iii)Service Activation / Provisioning = (B/A) *

100

Within 4 Hours with 95%

Success Rate99.98% DNA 100.00% 100.00% 100.00% DNA DNA 99.97%

2

i)Total No. of PDP Context Activation

Requests (from SGSN to GGSN) (A)25967081 8163283 62793338.4 38420874 DNA 7734119 76 513706833

ii)


Success (path created b/w SGSN and

GGSN) (B)

25530845 8161181 62121892.8 37064638 DNA 7501942 76 511302549

iii)PDP Context Activation Success Rate

=(B/A) *100>=95% 98.32% 99.97% 98.93% 96.47% 99.90% 97.00% 100.00% 99.53%

3

i)RNC originated PS Domain Iu

Connection Setup Success (A)675333774 2760947331 DNA 1150224645 313722966

32903438070 DNA

ii)RNC originated PS Domain Iu

Connection Release (B)7213239 33268939 DNA 8160487 15169846

387852 DNA

iii) Drop Rate = (B/A) * 100 <=5% 1.07% 1.20% 1.39% 0.71% 4.84% 1.18% 0.14% DNA

Drop Rate

Jul-16

Cellular Mobile Telephone Services

Network Service Quality Parameter

Service Activation/ Provisioning

PDP Context Activation Success Rate


1






100

Within 4 Hours

with 95%

Success Rate

99.92% DNA 100.00% 99.94% 100.00% DNA DNA 99.77%

2


Requests (from SGSN to GGSN) (A)25176214 10391511 41731069 46025472 DNA 7173013 36 516086183

ii)



GGSN) (B)

24896977 10389983 40138609 44813946 DNA 6938908 36 513996710


=(B/A) *100>=95% 98.89% 99.99% 96.18% 97.37%

99.89%96.74% 100.00% 99.60%

3


Connection Setup Success (A)632542080 2699216324 DNA 1162424238

217106897.1272703 12196 DNA


Connection Release (B)6206066 32565132 DNA 8847799

10657567.183563 40 DNA


Drop Rate

Aug-16






6.24. 2G WIRELESS DATA: SEPTEMBER

6.25. 2G WIRELESS DATA: CONSOLIDATED


Network

1 Service Activation/ Provisioning






100

Within 4 Hours

with 95%

Success Rate

99.93% DNA 100.00% 99.99% 100.00% DNA DNA 99.80%

2 PDP Context Activation Success Rate



ii)



GGSN) (B)

23261451 9698481 56525197.49 36801031 DNA 4636405 35 491599073.9


=(B/A) *100>=95% 99.99% 99.99% 98.98% 98.09% 99.87% 96.76% 100.00% 99.59%

3 Drop Rate


Connection Setup Success (A)609347650 2410742152 DNA 991815666 3105527671 178663 4818 DNA


Connection Release (B)17354479 27462133 DNA 8030462 152713753 1923 13 DNA


Sep-16



1






100

Within 4 Hours

with 95%

Success Rate

99.95% DNA 100.00% 99.98% 100.00% DNA DNA 99.85%

2


Requests (from SGSN to GGSN) (A)24802554 9418048 53877003 40655200 DNA 6566255 49 507800856

ii)



GGSN) (B)

24563091 9416548 52928566 39559872 DNA 6359085 49 505632778


=(B/A) *100>=95% 99.07% 99.98% 98.03% 97.31% 99.89% 96.83% 100.00% 99.57%

3






Drop Rate

Consolidated






6.26. 2G WIRELESS 3 DAYS LIVE DATA: JULY

6.27. 2G WIRELESS 3 DAYS LIVE DATA: AUGUST

6.28. 2G WIRELESS 3 DAYS LIVE DATA: SEPTEMBER


1


Activation (A)DNA DNA 25 4641 4139 DNA DNA DNA


4 Hours (B)DNA DNA 25 4641 4139 DNA DNA DNA


100

Within 4 Hours with 95%

Success RateDNA DNA 100.00% 100.00% 100.00% DNA DNA DNA

2


Requests (from SGSN to GGSN) (A)2411513 835812 5872135.58 3040464 DNA 777451 13 16810977.67

ii)



GGSN) (B)

2375362 835712 5837363 2909152 DNA 753140 13 16737302


=(B/A) *100>=95% 98.50% 99.99% 99.41% 95.68% 99.91% 96.87% 100.00% 99.56%

3






.

Drop Rate



Jul-16



1


Activation (A)DNA DNA 9 5783 3383 DNA DNA DNA


4 Hours (B)DNA DNA 9 5779 3383 DNA DNA DNA


100

Within 4 Hours

with 95%

Success Rate

DNA DNA 100.00% 99.93% 100.00% DNA DNA DNA

2



ii)



GGSN) (B)

2391485 989210 3759347.793 3481239 DNA 660358 5 49175895


=(B/A) *100>=95% 99.99% 99.98% 95.54% 95.58% 99.94% 96.73% 100.00% 99.70%

3







Drop Rate



Aug-16



1


Activation (A)DNA DNA 6 6619 DNA DNA DNA DNA


4 Hours (B)DNA DNA 6 6619 DNA DNA DNA DNA


100

Within 4 Hours

with 95%

Success Rate

DNA DNA 100.00% 100.00% DNA DNA DNA DNA

2


Requests (from SGSN to GGSN) (A)2362034 981688 5657063.027 3912700 49721483 206948 3 49721483

ii)



GGSN) (B)

2361723 981601 5624676.307 3846679 49556380 200294 3 49556380


=(B/A) *100>=95% 99.99% 99.99% 99.43% 98.31% 99.67% 96.78% 100.00% 99.67%

3


Connection Setup Success (A)65696158 232527604 DNA 90897378 DNA 19919 289 DNA


Connection Release (B)581624 2579471 DNA 753370 DNA 192 0 DNA

iii) Drop Rate = (B/A) * 100 <=5% 0.89% 1.11% 1.33% 0.83% DNA 0.96% 0.00% DNA


Drop Rate



Sep-16



6.29. 2G WIRELESS 3 DAYS LIVE DATA: CONSOLIDATED


1


Activation (A)DNA DNA 13.33 5681 3761 DNA DNA DNA


4 Hours (B)DNA DNA 13.33 5679.67 3761 DNA DNA DNA


100

Within 4 Hours

with 95%

Success Rate

DNA DNA 1 1.00 1 DNA DNA DNA

2


Requests (from SGSN to GGSN) (A)2388442.33 935648.33 5154706.59 3531854.00 49721483.00 555699.33 7.00 38619187.89

ii)



GGSN) (B)

2376190.00 935507.67 5073795.70 3412356.67 49556380.00 537930.67 7.00 38489859.00


=(B/A) *100>=95% 0.99 1.00 0.98 0.97 1.00 0.97 1.00 1.00

3


Connection Setup Success (A)63729271.00 252904258.67 DNA 103009783.67 30020072.00 27589.00 3829.33 DNA


Connection Release (B)599119.00 2911074.33 DNA 765595.33 1459433.00 311.33 6.00 DNA

iii) Drop Rate = (B/A) * 100 <=5% 0.01 0.01 0.01 0.01 0.05 0.01 0.00 DNA


Drop Rate



Consolidated



6.30. 3G WIRELESS DATA: JULY

Jul-16 Cellular Mobile Telephone Services

S. No. Name of Parameter Benchmark AIRTEL BSNL IDEA RCOM Network Service Quality Parameter


i) Total No. of Subscribers for

Service Activation (A) DNA 355 53619 DNA

ii) Total Service Activations provided

within 4 Hours (B) DNA 355 53617 DNA

iii) Service Activation / Provisioning =

(B/A) * 100

Within 4 Hours with 95% Success Rate

DNA 100.00% 100.00% DNA


i) Total No. of PDP Context

Activation Requests (from SGSN to GGSN) (A)

2775286 41813291.5 22994867 DNA

ii) Total No. of PDP Context

Activation Success (path created b/w SGSN and GGSN) (B)

2775231 40220387.4 22533871 DNA

iii) PDP Context Activation Success

Rate =(B/A) *100 >=95% 100.00% 96.19% 98.00% 98.25%

3 Drop Rate

i) RNC originated PS Domain Iu Connection Setup Success (A)

213947119 DNA 74153489 10310169

ii) RNC originated PS Domain Iu

Connection Release (B) 1470021 DNA 1326050 114953

iii) Drop Rate = (B/A) * 100 <=5% 0.69% 1.66% 1.79% 1.11%

6.31. 3G WIRELESS DATA: AUGUST

Aug-16


S. No. Name of Parameter Benchmark AIRTEL BSNL IDEA RCOM




Service Activation (A) DNA 423 51584

43869

ii) Total Service Activations

provided within 4 Hours (B) DNA 423 51554

43869

iii) Service Activation / Provisioning

= (B/A) * 100

Within 4 Hours with

95% Success

Rate

DNA 100.00% 99.94% 100.00%


i) Total No. of PDP Context Activation Requests (from

SGSN to GGSN) (A)

3375890 41731069 49737700 DNA

ii)

Total No. of PDP Context Activation Success (path

created b/w SGSN and GGSN) (B)

3375656 40138609 49016726 DNA

iii) PDP Context Activation

Success Rate =(B/A) *100 >=95% 99.99% 96.18% 98.55% 98.25%

3 3


218184708 DNA 91846622 10561445



iii) Drop Rate = (B/A) * 100 <=5% 0.70% 1.32% 1.95% 1.35%


6.32. 3G WIRELESS DATA: SEPTEMBER

Sep-16






Service Activation (A) DNA 327 DNA DNA


within 4 Hours (B) DNA 327 DNA DNA


(B/A) * 100

Within 4 Hours with

95% Success Rate

DNA 100.00% DNA DNA




3442286 50962387 42823270 DNA



3442285 48918012 42357308 DNA


Rate =(B/A) *100 >=95% 100.00% 95.99% 98.91% 98.38%

3 Drop Rate


207483473 DNA 84768627 9963999



ii) Drop Rate = (B/A) * 100 <=5% 0.65% 0.99% 1.85% 1.23%

6.33. 3G WIRELESS DATA: CONSOLIDATED

Consolidated






Service Activation (A) DNA 368 52602 43869


within 4 Hours (B) DNA 368 52586 43869


(B/A) * 100

Within 4 Hours with

95% Success Rate

DNA 100.00% 99.97% 100.00%




3197821 44835583 38518612 DNA



3197724 43092336 37969302 DNA


Rate =(B/A) *100 >=95% 100.00% 96.12% 98.49% 98.29%

3 Drop Rate


213205100 DNA 55856029 6998203



iii) Drop Rate = (B/A) * 100 <=5% 0.68% 1.32% 1.86% 1.23%


6.34. 3G WIRELESS 3 DAYS LIVE DATA: JULY

Jul-16


S. No.

Name of Parameter Benchmark AIRTEL BSNL IDEA RCOM








(B/A) * 100 Within 4 Hours with 95% Success Rate

DNA 100.00% 100.00% 100.00%




269165 3905425 1786807 DNA



269165 3763767 1757545 DNA


Rate =(B/A) *100 >=95% 100.00% 96.37% 98.36% 98.52%

3 Drop Rate


20991940 DNA 8803334 918035



iii) Drop Rate = (B/A) * 100 <=5% 0.70% 1.61% 1.92% 1.35%

6.35. 3G WIRELESS 3 DAYS LIVE DATA: AUGUST

Aug-16





i) Total No. of Subscribers for Service

Activation (A) DNA 44 5783 3383




(B/A) * 100

Within 4 Hours with

95% Success Rate

DNA 100.00% 99.93% 100.00%




326705 3934921 4597904 DNA



326701 3759348 4516149 DNA


Rate =(B/A) *100 >=95% 100.00% 95.54% 98.22% 97.98%

3 Drop Rate


20443802 DNA 8795200 974359



iii) Drop Rate = (B/A) * 100 <=5% 0.72% 1.26% 1.91% 1.23%


6.36. 3G WIRELESS 3 DAYS LIVE DATA: SEPTEMBER

Sep-16






Service Activation (A) DNA 27 6619 DNA


within 4 Hours (B) DNA 27 6619 DNA


(B/A) * 100

Within 4 Hours with

95% Success Rate

DNA 100.00% 100.00% DNA




342184 5281492 4597946 DNA



342184 5117317 4531673 DNA


Rate =(B/A) *100 >=95% 100.00% 96.89% 98.56% 98.36%

3 Drop Rate


18496007 DNA 8366086 1053880



iii) Drop Rate = (B/A) * 100 <=5% 0.67% 0.97% 1.84% 1.20%

6.37. 3G WIRELESS 3 DAYS LIVE DATA: CONSOLIDATED

Consolidated










(B/A) * 100

Within 4 Hours with

95% Success Rate

DNA 100.00% 99.98% 100.00%




312685 4373946 3660886 DNA



312683 4213477 3601789 DNA


Rate =(B/A) *100 >=95% 100.00% 96.27% 98.38% 98.29%

3 Drop Rate


19977250 DNA 8654873 982091



iii) Drop Rate = (B/A) * 100 <=5% 0.69% 1.28% 1.89% 1.26%


6.38. POI CONGESTION: JULY

Jul-16

Monthly TRAI Network Performance Report of Cellular Mobile Telephone Service - Network Service

Name of Parameter AIRCEL AIRTEL BSNL IDEA RCOM GSM TTSL CDMA

TTSL GSM

VODAFONE

Total No. of POI’s in Month having < = 0.5% POI congestion

Total No. of call attempts on POI 242443 762062 639673 169731 222856 1535590 50929 532709


5878 23591 11413 6313 4120 27571 811 11844


14720 42580 20200 13824 13925 182640 5307 26135


28 37 34 20 22 1650 29 61

Capacity of all POIs 13665 42154 18180 13219 12890 151731 4350 24968


0 0 0 NA 0 0 0 NA

Name of POI not meeting the benchmark (having >=0.5% POI congestion)

0 NA 0 NA 0 0 0 NA

6.39. POI CONGESTION: AUGUST

Aug-16


Name of Parameter AIRCEL AIRTEL BSNL IDEA RCOM GSM

TTSL CDMA

TTSL GSM

VODAFONE



Total traffic served on all POIs (Erlang) 5943 26555 12610 7048 4166 897 27 12297


14720 43063 20200 13570 13918 6203 183 25494


28 38 34 19 22 57 1 60



0 0 0 NA 0 0 0 NA


0 NA 0 NA 0 0 0 NA


6.40. POI CONGESTION: SEPTEMBER

Sep-16



TTSL CDMA

TTSL GSM

VODAFONE




5924 29190 13615 7745 4255 877 29 12662


14930 43419 20200 13836 14539 6360 183 26448


28 38 34 20 23 58 1 60



0 0 0 NIL DNA 0 0 NA


0 NA 0 NIL DNA 0 0 NA

6.41. POI CONGESTION: CONSOLIDATED

Consolidated



TTSL CDMA

TTSL GSM

VODAFONE


Total No. of call attempts on POI

238206 829148 681875 182741 224082 544297 18079 515879


5915 26445 12546 7036 4180 9782 289 12268


14790 43020 20200 13743 14127 65068 1891 26026


28 38 34 20 22 588 10 60



0 0 0 DNA 0 0 0 DNA


0 DNA 0 DNA 0 0 0 DNA


CUSTOMER SERVICE QUALITY (CSD) PARAMETERS


7. CUSTOMER SERVICE DELIVERY

7.1. QUARTERLY CUSTOMER SERVICE DELIVERY (CSD) AUDITED DATA FOR CELLULAR

MOBILE SERVICES (JULY TO SEPTEMBER- 2016 MONTHS AUDITED DATA)

AIRCEL AIRTEL BSNL IDEA RCOM GSM TTSL CDMA TTSL GSM VODAFONE

No. of bills issued during the period (A) 2774 224295 139625 27252 46174 9801 11781 33382

No. of bills disputed including billing complaints over a billing cycle

(B)0 106 15 2 36 0 0 17

Billing Compliant (%) = B/A*100 0.0% 0.05% 0.01% 0.01% 0.08% 0.00% 0.00% 0.05%

Total No. of Pre-paid customers at the end of the month (A) 1108605 2746487 1792198 799716 1563834 20552 41677 727332

Total No. of complaints relating to charging, Credit and Validity during

a month (B)41 3531 21 127 1413 0 0 220

Pre-paid Charging Complaints (%) = B/A*100 0.00% 0.13% 0.00% 0.02% 0.09% 0.00% 0.00% 0.03%

No. of Billing/Charging/Credit/Validity Complaints received during the

month41 3637 36 411 1449 0 0 237

No. of billing complaints for Post paid

customers/Charging/Credit/Validity complaints for pre-paid

customers resolved w ithin 4 w eeks during the month

41 3637 36 411 1449 0 0 237

No. of billing complaints for Post paid

customers/Charging/Credit/Validity complaints for pre-paid

customers resolved w ithin 6 w eeks during the month

41 3637 36 411 1449 0 0 237

% of billing complaints (for post paid customer) /

Charging/Credit/Validity (for Pre paid customer) resolved w ithin 4

w eeks

100.00% 100.00% 100.00% 100.00% 100.00% NA NA 100.00%

% of billing complaints (for post paid customer) /

Charging/Credit/Validity (for Pre paid customer) resolved w ithin 6

w eeks

100.00% 100.00% 100.00% 100.00% 100.00% NA NA 100.00%

Period of applying credit/Waiver/Adjustment to customers account

from the date of resolution of complaints (In DAYS)7 7 7 7 7 NA NA 7

No. of Requests for Termination/ Closure of service (A) 11 1228 750 233 222 128 285 157

No. of requested handled w ithin 7 days (B) 11 1228 750 233 222 128 285 157

% of Termination/ Closure of service w ithin 7 days (B*100/A ) 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

No. of Payments/ Refunds due (A) 26 49 373 57 315 18 10 0

Cleared over a period of <60 days (B) 26 49 373 57 315 18 10 0

Refunds Successfull Completion (B/A)*100 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% NA

Total no of calls attempted to customer care/Call center(A) 1072024 605918 81186 1225828 2218358 1811 8042 982580

Total no. of calls successfully established to customer care/Call

center (B)1054678 600496 81186 1217249 2198480 1798 7910 982580

% Accessibility of Call centre /customer Care (B *100/ A) 98.38% 99.11% 100.00% 99.30% 99.10% 99.28% 98.36% 100.00%

Total Calls reached to operator for Voice to Voice (C) 448884 874421 407575 453635 421457 4771 5729 332793

Total number of calls answ ered by the operator (Voice to voice)

w ithin 90 seconds (D)432520 843654 400408 450848 411479 4719 5684 331229

% age of calls answ ered by the operators (voice to voice) w ithin 90

seconds (D *100/ C)96.35% 96.48% 98.24% 99.39% 97.63% 98.91% 99.21% 99.53%

Total no of complaints received in the call centre (Tech+ Non Tech) 3017 0 407575 3791 2111 233 138 1567

Total no of complaints addressed at call center level 3017 0 399737 1601 2111 233 138 132

% of complaints addressed at call center level 100.00% NA 98.08% 42.23% 100.00% 100.00% 100.00% 8.42%

Total no of appeals received by the appellate authority 0 0 0 0 19 0 0 0

Total no of complaints addressed by Appellate authority 0 0 0 0 19 0 0 0

% of complaints addressed by Appellate authority NA NA NA NA 100.00% NA NA NA

POSTPAID 2774 75418 46542 9218 16500 29531 3880 33382

PREPAID 1106017 2776359 1863703 805858 1578950 18746 40795 722233

S.NoCUSTOMER SERVICE DELIVERY AUDITS

1

Metering and Billing Credibility (Post

Paid) – Benchmark (Not more than 0.1% of

bills issued should be disputed over a billing

cycle)

2

Metering and Billing Credibility (Pre- Paid)

– Benchmark (Not more than 1 complaint per

1000 customers i.e. 0.1% complaints for

metering, charging, credit, and validity)

PARAMETERS SUB-PARAMETERS

3

Resolution of Billing/Charging Complaints

and Period of applying

credit/Waiver/Adjustment to customers

account from the date of resolution of

complaints Benchmark: (Resolution ≥ 98%

w ithin 4 w eeks & 100% w ithin 6 w eeks and

Credit/Waiver w ithin one w eek of resolution of

complaints)

4Termination / Closures (Customer care

promptness in attending to customers request)

5

Time taken for refund of deposits after

closures: Benchmark (100% w ithin 60

days)

6

Response time to customer assistance

Benchmark: (Accessibility of call center

>=95% and Calls answ ered by operator w ithin

90 seconds i.e. Voice to Voice >=95%)

7 Customer Care & Grievances Redressal

8 Subscribers Base


7.2. 3 DAY LIVE CUSTOMER SERVICE DELIVERY (CSD) AUDITED DATA FOR CELLULAR

MOBILE SERVICES (JULY TO SEPTEMBER- 2016 MONTHS AUDITED DATA)

Response time to customer assistance

OPERATOR Total no of calls attempted to customer care/Call center

Total no. of calls successfully established to customer care/Call center

% age of Accessibility of

Call centre

Total Calls reached to operator for (Voice to Voice)

Total number of calls answered by the operator (Voice to voice) within 90 seconds

% age calls answered by the operator

within 90 seconds

OPERATOR >=95% >=95%

AIRCEL 29999 29488 98.30% 12471 12289 98.54%

AIRTEL 26111 26111 100.00% 26674 26170 98.11%

BSNL 2422 2422 100.00% 1603 1603 100.00%

IDEA 35749 35533 99.40% 13037 12808 98.24%

RCOM GSM 62852 62265 99.07% 9429 8824 93.58%

TTSL CDMA 50 50 DNA 0 0 NA

TTSL GSM 88 87 DNA 0 0 NA

VODAFONE 32517 32517 100.00% 9954 9658 97.03%


8. CUSTOMER SERVICE DELIVERY (SUMMARY)

Name of Service Provider

Customer Care & Grievances Redressal

% of Complaints addressed at call center level % of Complaints

addressed by Appellate Authority

AIRCEL 100.00% NA

AIRTEL NA NA

BSNL 98.08% NA

IDEA 42.23% NA

RCOM GSM 100.00% 100.00%

TTSL CDMA 100.00% NA

TTSL GSM 100.00% NA

VODAFONE 8.42% NA


LIVE CALLING ASSESSMENT


9. LIVE CALLING ASSESSMENT:

9.1. INTER OPERATOR CALLS ASSESSMENT:

Inter operator call assessment with a sample of 2x50 test calls for each Service provider operating in Himachal Pradesh service area during the time 1100 to 1400 Hrs and 1600 to 1900 was carried out by Phistream auditors. The test calls were made from one operator to another within the same licensed area to judge the ease of connectivity amongst the operators. While doing this exercise, the radio part, the switch part and POI in between the two operators are involved. Congestion in any of these network elements could result in congestion in the network.

Inter Operator Call

Assessment Aircel Airtel BSNL Idea

RCOM GSM

TTSL CDMA

TTSL GSM

Vodafone

Aircel - 100% 100% 100% 100% 100% 100% 100%

Airtel 100% - 100% 100% 100% 100% 100% 100%

BSNL 100% 100% - 100% 100% 100% 100% 100%

Idea 100% 100% 100% - 100% 100% 100% 100%

RCOM GSM 100% 100% 100% 100% - 100% 100% 100%

TTSL CDMA 100% 100% 100% 100% 100% - 100% 100%

TTSL GSM 100% 100% 100% 100% 100% 100% - 100%

VODAFONE 100% 100% 100% 100% 100% 100% 100% -

The result of the testing revealed that the inter connection performance among the operators was quite satisfactory. Thus there was no remarkable problem in interconnection from one operator to other operators.


10. CUSTOMER CARE / HELPLINE ASSESSMENT& BILLING COMPLAINTS:

LIVE CALLING TO CALL CENTRE

Parameter Aircel Airtel BSNL IDEA RCOM GSM

TTSL CDMA

TTSL GSM Vodafone

Total No. of calls Attempted 100 100 100 100 100 100 100 100

Total no of calls attempted to customer care/Call center

100 100 100 100 100 100 100 100

Total no. of calls successfully established to customer care/Call center

100 100 100 100 100 100 100 100

% Accessibility of Call centre /customer Care (Total call successfully established *100 / Total call attempt)

100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

Total Calls reached to agent desk for Voice to Voice (Total call attempt)

100 100 100 100 100 100 100 100

Total number of calls answered by the operator (Voice to voice) within 90 seconds

100 100 100 100 100 100 100 100

% age of calls answered by operator(voice to voice) (Total call successfully established within 90 Sec.*100 / Total call attempt)

100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

In case of calls answered by operators (voice to voice) within 90 seconds when test calls were made to the call centers, 100% calls were connected to the Operator within 90 seconds.LIVE CALLING ASSESSMENT FOR BILLING

COMPLIANTS:

TELEPHONIC INTERVIEW FOR BILLING COMPLAINTS

Parameter Aircel Airtel BSNL IDEA RCOM GSM

TTSL CDMA

TTSL GSM VODAFONE

Total No. of calls Attempted

0 100 15 2 36 0 0 17

Total No. of calls Answered

0 79 9 2 21 0 0 11

Cases resolved within 4 weeks

0 79 9 2 21 0 0 11

%age of cases resolved

100% 100% 100% 100% 100% 100% 100% 100%

To test the Service Providers performance on billing related complaints and their resolutions, PhiStream auditors conducted a customer feedback calling for about random 100 nos. of customers. However, in some cases, the number of customers contacted for verification was very less due to less number of billing complaints. During live calling, some of the customers did not attend the calls, so shortfall was made good by taking other complaints to make verification of 100 Complaints. However, most of the customers reported their satisfaction on resolution of the billing complaints. / HELPLINE ASSESSMENT:


11. LEVEL -1 CALLING ASSESSMENT:

DATE:

CIRCLE:

TYPE:

S. NO.

Aircel Airtel BSNL IdeaRCOM

GSM

TTSL

CDMATTSL GSM Vodafone

1 √ √ √ √ √ √ √ √2 √ √ √ √ √ √ √ √3 √ √ × √ √ √ √ √

4 √ √ √ × √ × × √

5 × √ √ √ √ √ √ √

6 √ √ × × √ √ √ √

7 √ × × × × × × ×

8 × × × × × × × √

9 × × × × √ × × √

10 √ √ √ √ √ √ √ √

11 × × × × × × × √

12 × × × × × × × ×

13 × × × × × × × ×

14 √ √ × √ × × × ×

15 √ × × × × √ √ √

16 √ √ √ × √ × × √

17 √ × × × × × × ×

18 √ √ √ √ √ √ √ √

19 √ √ × √ √ × × √

20 √ × √ √ √ × × √

1072 Rail Accident

Helpline

1073 Road Accident

Helpline

1077 Control Room for

District Collector

1064 Anti Corruption

Helpline

1070 Relief Commission

for Natural Calamities

1071 Air Accident

Helpline

1056 Emergency Medical

Services

106X State of the Art

Hospitals

1063 Public Grievance

Cell DoT Hq

182 Indian Railw ay

Security Helpline

1033 Road Accident

Management Service

1037 Public Grievance

Cell DoT HQ as 'Telecom

Consumer Grievance

Redressal Helpline'

138 All India Helpine for

Passangers

149 Public Road

Transport Utility Service

181 Chief Minister

Helpline

Level 1 Live Calling

PUT x FOR UNSUCCESSFUL CALL AND TICK FOR SUCCESSFUL CALL

108 Emergency and

Disaster Management

Helpline

100 Police

101 Fire

19, 20, 21 September 2016

Himachal Pradesh

CELLULAR/BASIC SERVICE PROVIDER

L1 Service Number

Details

SSA: Kangra

102 Ambulance

104 Health Information

Helpline


Test calls will be made from all the levels working in a particular SDCA (Short Distance Charging

Area) visited.(300 calls per licence service area per service per Quarter)

S. NO.

Aircel Airtel BSNL IdeaRCOM

GSM

TTSL

CDMATTSL GSM Vodafone

21 × × × × × × × ×

22 √ × × √ × √ √ ×

23 √ √ × √ √ × × √

24 × √ × × × × × ×

25 × × × × × × × ×

26 × × × × × × × ×

27 × × × × × × × ×

28 × × × × × × × ×

29 × × × × × × × ×

30 × × × × × × × √

31 × × × × × × × ×

32 √ × × √ √ √ √ √

33 × × × × √ × × ×

34 × × × × × × × √

35 √ √ × √ √ √ √ √

36 √ √ × √ √ × × √

37 √ √ × √ √ × × √

38 × × × × √ × × √

39 √ √ × √ √ × × √

L1 Service Number

Details

1090 Call Alart ( Crime

Branch)

1091 Women Helpline

1097 National AIDS

Helpline to NACO

10740 Central Pollution

Control Board

10741 Pollution Control

Board

1511 Police Related

Service for all Metro

Railw ay Project

1099 Central Accident

and Trauma Services

(CATS)

10580 Educational&

Vocational Guidance

and Counselling

10589 Mother and Child

Tracking ( MCTH)

155304 Municipal

Corporations

155214 Labour Helpline

1903 Sashastra Seema

Bal (SSB)

1512 Prevention of

Crime in Railw ay

1514 National Career

Service(NCS)

15100 Free Legal

Service Helpline

1950 Election

Commission of India

1909 National Do Not Call

Registry

1912 Complaint of

Electricity

1916 Drinking Water

Supply


DRIVE TEST


12. OPERATOR ASSISTED DRIVE TEST

The drive test was conducted simultaneously for all the operators present in the Himachal Pradesh

circle. As per the new directive given by TRAI headquarters, drive test for the month of July, August

and September, 2016 were conducted at a SSA level. Drive test was conducted for three days in

each SSA and the selection of routes ensured that the maximum towns, villages, highways are

covered as part of drive test. The routes were selected on basis of the complaints received from the

customers. The auditors were present in vehicles of every operator. The holding period for all test

calls was 120 seconds and the gap between calls was 10 seconds.

For measuring voice quality RxQual samples for GSM operators and Frame Error Rate (FERs) for

CDMA service providers were measured. RxQual greater than 5 meant that the sample was not of

appropriate voice quality and for CDMA operators FERs of more than 4 were considered bad. Call

drops were measured by the number of calls that were dropped to the total number of calls

established during the drive test. Similarly CSSR was measured as the ratio of total calls

established to the total call attempts made. Signal strength was measured in Dbm with strength > -

75dbm for indoor, -85 dbm for in-vehicle and > -95 dbm outdoor routes. Below is the schedule and

operators involved in the drive test for theHimachal Pradesh circle.

Drive Test

Sr.No. Date Name of SSA

1 19th to 21st Sep 2016 Kangra

Date Name

of SSA

Day 1 Day 2 Day 3

Name of SDCA & KM

Covered

Route Covered (Outdoor/Indoor)

Name of SDCA & KM

Covered


Name of SDCA & KM

Covered


19th to 21st Sep 2016

Kangra Dehra,

Kangra,Palampur / 150 KM

Outdoor: Within city : Jwalaji , Kathog, Dwala,Dehra, Kangra,Nagrota, Palampur Highway : Dehra to Ranital,Daulatpur to Kangra,Shila Chownk to Daharamshala Major roads : Dehra,Kangra,Palampur Indoor : Maan Vaishno Dhaba Kangara

Dharamshala, Nurpur / 165

KM

Outdoor: Within City: Mcleodganj Road, Dharamshala Chowk, Shila chowk,Police Stadium,Civil Hospital,Nurpur Bus Stand,Police station Highway : Gaggal to Nurpur Major Road Dharamshala to Gaggal, Nurpur to Banikhet Indoor : Dogara Bhojnalay

Chamba. Chauran / 139 KM

Outdoor: Within City: Banikhet Bus Stand, Dalhousie, Subhash Chowk,Bharmaur Chowk, Chamba, DC Office, Chaugam, Civil Hospital. Highway : Banikhet to Chamba Major Road : Chamba to Bathri Indoor : Madra Dhaba, Chamba


12.1. ROUTE COVER MAP: KANGRA SSA: DAY 1

12.2. ROUTE MAP: KANGRA SSA: DAY 2


12.3. ROUTE MAP: KANGRA SSA: DAY 3

12.4. DRIVE TEST OUTCOME

Sr.No Test Parameter Benchmark Aircel Airtel Idea BSNL RCOM GSM

TTSL GSM

TTSL CDMA

Vodafone

1 Total Calls Attempt (A) -- 414 541 541 684 716 430 272 541

2 Total Calls Blocked (B) -- 3 0 2 7 3 0 0 3

3 Blocked Call Rate in %

(B*100/A) <=3% 0.72% 0.00% 0.37% 1.02% 0.42% 0.00% 0.00% 0.55%

4 Total Calls Established

('C) -- 411 541 539 677 713 430 272 537

5 Total Calls Drop (D) -- 0 3 1 9 1 1 1 1

6 Dropped Calls Rate in %

(D*100/C) <=2% 0.00% 0.55% 0.19% 1.33% 0.14% 0.23% 0.37% 0.19%

7 Call Setup Success Rate

in % (C*100/A) >=95% 99.28% 100.00% 99.63% 98.98% 99.58% 100.00% 100.00% 98.26%

8 Handover Success Rate % (total HO Success * 100/Total HO attempt)

>=95% 99.45% 100.00% 98.90% 96.94% 99.39% 99.8% 100.00% 99.64%

9 Connection with good

voice Quality % (0-5 & 0-4)

>=95% 97.15% 96.91% 96.34% 87.19% 96.18% 97.99% 98.81% 96.41%

Connection with good voice Quality % (0-5 With Frequency Hopping for GSM,0-4 Witout Frequency Hopping for GSM & 0-4 for CDMA )


13. BLOCK SCHEMATIC DIAGRAM

13.1. ERICSSON


13.2. NSN


13.3. HUAWEI

14. ABBREVIATIONS

Following terms/abbreviations have been used in this report. This section provides meaning of the abbreviations used in the report.

TRAI – Telecom Regulatory Authority of India

QoS – Quality of Service

SSA – Secondary Switching Area

NOC – Network Operation Center

OMC – Operations and Maintenance Center

MSC – Mobile Switching Center

PMR – Performance Monitoring Reports

TCBH – Time Consistent Busy Hour

CBBH - Cell Bouncing Busy Hour

BTS – Base Transceiver Station

CSSR – Call Setup Success Rate

TCH – Traffic Channel

SDCCH – Standalone Dedicated Control Channel

CDR – Call Drop Rate

FER – Frame Error Rate

SIM – Subscriber Identity Module

GSM – Global System for Mobile

CDMA – Code Division Multiple Access

NA – Not Applicable


NC – Non Compliance

POI – Point of Interconnection

IVR – Interactive Voice Response

STD – Standard Trunk Dialling

ISD – International Subscriber Dialling


15. ANNEXURE

15.1. 2G VOICE PMR DATA: CONSOLIDATED

Consolidated





≤ 2% 0.14% 0.02% 1.92% 0.20% 0.15% 0.02% 0.00% 0.02%


≤ 2% 0.00% 0.14% 1.90% 1.25% 1.45% 0.00% 0.00% 0.00%



≥ 95% 99.41% 98.84% 98.36% 99.43% 95.64% 99.24% 99.78% 99.86%


TCH Congestion ≤ 2% 0.40% 0.28% 1.64% 0.18% 0.77% 0.03% 0.00% 0.14%



Worst Affected cell having more than 3% TCH drop

≤ 3% 11.48% 0.62% 2.59% 2.10% 1.60% 1.87% 0.00% 2.29%

%age of connection with good voice quality

≥ 95% 95.34% 97.97% 95.03% 97.37% 96.55% 98.00% 96.16% 97.32%

AIRCEL has parameter value of 11.48% and failed to meet the benchmark of ≤ 3% Worst Affected cell having more than 3% TCH drop.


15.2. 3G VOICE PMR: CONSOLIDATED

Consolidated





≤ 2% 0.15% 1.42% 0.12% 0.23%


≤ 2% 0.15% 1.37% 0.59% 0.91%



≥ 95% 99.16% 98.65% 99.25% 99.36%

RRC Congestion: ≤ 1% 0.02% 0.59% 0.33% 0.08%

RAB Congestion: ≤ 2% 0.00% 0.54% 0.15% 0.01%




≤ 3% 1.07% 2.08% 1.77% 0.26%


≥ 95% 98.89% 99.63% 96.95% 99.90%


15.3. BILLING AND CUSTOMER CARE

AIRTEL has parameter value of 0.13% and failed to meet the benchmark of ≤ 0.1% Metering and Billing credibility Prepaid Subscribers.

Termination & Closures

Time taken for refund of

deposits after closures:

Benchmark

Postpaid

Subscribers

Prepaid

Subscribers

%age

complaints

resolved within

4 weeks

%age

complaints

resolved

within 6 weeks

%age of where

credit/waiver is

received within one

week

% of Termination/

Closure of service

within 7 days (100 %)

Cleared over a period of <60

days (100%)

%age of calls

answered by

the IVR

%age of call

answered by the

operators ( voice

to voice) within 90

seconds

% of Complaints

addressed at call

center level

% of Complaints

addressed by

Appellate

Authority

Benchmark ≤ 0.1% ≤ 0.1% ≥ 98% = 100% = 100% = 100% = 100% ≥ 95% ≥ 95%AIRCEL 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.38% 96.35% 100.00% NILLAIRTEL 0.05% 0.13% 100.00% 100.00% 100.00% 100.00% 100.00% 99.11% 96.48% #DIV/0! NILLBSNL 0.01% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.24% 98.08% NILLIDEA 0.01% 0.02% 100.00% 100.00% 100.00% 100.00% 100.00% 99.30% 99.39% 42.23% NILL

RCOM GSM 0.08% 0.09% 100.00% 100.00% 100.00% 100.00% 100.00% 99.10% 97.63% 100.00% 100.00%TTSL CDMA 0.00% 0.00% NA NA NA 100.00% 100.00% 99.28% 98.36% 100.00% NILLTTSL GSM 0.00% 0.00% NA NA NA 100.00% 100.00% 98.36% 99.21% 100.00% NILLVODAFONE 0.05% 0.03% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 99.53% 8.42% NILL

Name of Service

Provider

Metering and Billing

credibilityBilling Complaints

Response time to customer for

assistanceCustomer Care & Grievances Redressal


15.4. 2G PMR COMPARISON (TSP VS. AUDIT AGENCY): NETWORK PARAMETERS

2G PMR Report Comparison between Audit Agency and TSP

Network Parameters

Name of Service Provider



Sum of downtime of BTSs in a month in hrs. in the licensed

service area ≤ 2%

Agency 0.14% 0.02% 1.92% 0.20% 0.15% 0.02% 0.00% 0.02%

TSP 0.14% 0.02% 1.90% 0.20% 0.15% 0.02% 0.00% 0.02%

No. of BTSs having accumulated downtime of >24

hours in a month ≤ 2%

Agency 0.00% 0.14% 1.90% 1.25% 1.45% 0.00% 0.00% 0.00%

TSP 0.23% 0.15% 1.89% 1.25% 1.45% 0.00% 0.00% 0.00%



≥ 95% Agency 99.41% 98.84% 98.36% 99.43% 95.64% 99.24% 99.78% 99.86%

TSP 99.41% 98.75% 98.34% 99.43% 95.64% 99.24% 99.78% 99.86%

SDDCH/Paging chl. Congestion

≤ 1% Agency 0.09% 0.26% 0.86% 0.11% 0.27% 0.00% 0.00% 0.02%

TSP 0.09% 0.29% 0.86% 0.11% 0.27% 0.00% 0.00% 0.02%

TCH Congestion ≤ 2% Agency 0.40% 0.28% 1.64% 0.18% 0.77% 0.03% 0.00% 0.14%

TSP 0.40% 0.33% 1.64% 0.18% 0.77% 0.02% 0.00% 0.14%


(Retainability)

Call Drop Rate (%age) ≤ 2% Agency 1.22% 0.62% 1.92% 1.41% 0.40% 0.08% 0.04% 0.74%

TSP 1.22% 0.61% 1.92% 1.41% 0.40% 0.08% 0.00% 0.74%


≤ 3% Agency 11.48% 0.62% 2.59% 2.10% 1.60% 1.87% 0.00% 2.29%

TSP 11.47% 0.61% 2.60% 2.10% 1.63% 1.87% 0.00% 2.29%

%age of connection with good voice quality

≥ 95% Agency 95.34% 97.97% 95.03% 97.37% 96.55% 98.00% 96.16% 97.32%

TSP 95.34% 97.98% 95.02% 97.37% 96.55% 98.00% 96.27% 97.32%

**For each instance of “DNA (Data Not Available)”, please refer the respective hard copy of audit report(s).


15.4.1. SUM OF DOWNTIME OF BTSS IN A MONTH IN HRS. IN THE LICENSED SERVICE


PMR Audit 2G Audit Agency(PCPL) 0.14% 0.02% 1.92% 0.20% 0.15% 0.02% 0.00% 0.02%

PMR Audit 2G TSP 0.14% 0.02% 1.90% 0.20% 0.15% 0.02% 0.00% 0.02%

3 Day Live Audit 2G 0.10% 0.01% 1.86% 0.24% 0.26% 0.02% 0.00% 0.03%

Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00%

0.1

4%

0.0

2%

1.9

2%

0.2

0%

0.1

5%

0.0

2%

0.0

0%

0.0

2%

0.1

4%

0.0

2%

1.9

0%

0.2

0%

0.1

5%

0.0

2%

0.0

0%

0.0

2%

0.1

0%

0.0

1%

1.8

6%

0.2

4%

0.2

6% 0.0

2%

0.0

0%

0.0

3%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%



15.4.2. NO. OF BTSS HAVING ACCUMULATED DOWNTIME OF >24 HOURS IN A MONTH

15.4.3. CALL SET-UP SUCCESS RATE (WITHIN LICENSEE OWN NETWORK)



PMR Audit 2G TSP 0.23% 0.15% 1.89% 1.25% 1.45% 0.00% 0.00% 0.00%

3 Day Live Audit 2G 0.00% 0.00% 0.27% 0.00% 0.00% 0.00% 0.00% 0.00%

Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00%

0.0

0%

0.1

4%

1.9

0%

1.2

5%

1.4

5%

0.0

0%

0.0

0%

0.0

0%

0.2

3%

0.1

5%

1.8

9%

1.2

5%

1.4

5%

0.0

0%

0.0

0%

0.0

0%

0.0

0%

0.0

0%

0.2

7% 0.0

0%

0.0

0%

0.0

0%

0.0

0%

0.0

0%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%



15.4.4. SDDCH/PAGING CHL. CONGESTION

AIRCEL AIRTEL BSNL IDEARCOMGSM

TTSLCDMA

TTSLGSM

VODAFONE


PMR Audit 2G TSP 99.41% 98.75% 98.34% 99.43% 95.64% 99.24% 99.78% 99.86%

3 Day Live Audit 2G 99.54% 98.73% 98.01% 99.55% 95.86% 99.31% 100% 99.87%

Benchmark ≥ 95% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00%

99

.41

%

98

.84

%

98

.36

%

99

.43

%

95

.64

%

99

.24

%

99

.78

%

99

.86

%

99

.41

%

98

.75

%

98

.34

%

99

.43

%

95

.64

%

99

.24

%

99

.78

%

99

.86

%

99

.54

%

98

.73

%

98

.01

%

99

.55

%

95

.86

%

99

.31

%

10

0%

99

.87

%

92.00%

93.00%

94.00%

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%



15.4.5. TCH CONGESTION


TTSLCDMA

TTSLGSM

VODAFONE


PMR Audit 2G TSP 0.09% 0.29% 0.86% 0.11% 0.27% 0.00% 0.00% 0.02%

3 Day Live Audit 2G 0.02% 0.37% 0.93% 0.10% 0.28% 0.00% 0.00% 0.01%

Benchmark ≤ 1% 1.00% 1.00% 1.00% 1.00% 1.00% 1.00% 1.00% 1.00%

0.0

9%

0.2

6%

0.8

6%

0.1

1%

0.2

7%

0.0

0%

0.0

0%

0.0

2%

0.0

9%

0.2

9%

0.8

6%

0.1

1%

0.2

7%

0.0

0%

0.0

0%

0.0

2%

0.0

2%

0.3

7%

0.9

3%

0.1

0%

0.2

8%

0.0

0%

0.0

0%

0.0

1%

0.00%

0.20%

0.40%

0.60%

0.80%

1.00%

1.20%

SDDCH/Paging chl. Congestion


15.4.6. CALL DROP RATE (%AGE)



PMR Audit 2G TSP 0.40% 0.33% 1.64% 0.18% 0.77% 0.02% 0.00% 0.14%

3 Day Live Audit 2G 0.27% 0.33% 1.99% 0.11% 0.61% 0.06% 0.00% 0.13%

Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00%

0.4

0%

0.2

8%

1.6

4%

0.1

8%

0.7

7%

0.0

3%

0.0

0%

0.1

4%

0.4

0%

0.3

3%

1.6

4%

0.1

8%

0.7

7%

0.0

2%

0.0

0%

0.1

4%

0.2

7%

0.3

3%

1.9

9%

0.1

1%

0.6

1%

0.0

6%

0.0

0%

0.1

3%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

TCH Congestion


15.4.7. WORST AFFECTED CELL HAVING MORE THAN 3% TCH DROP



PMR Audit 2G TSP 1.22% 0.61% 1.92% 1.41% 0.40% 0.08% 0.00% 0.74%

3 Day Live Audit 2G 1.17% 0.63% 1.83% 1.29% 0.40% 0.07% 0.00% 0.73%

Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00% 2.00%

1.2

2%

0.6

2%

1.9

2%

1.4

1%

0.4

0%

0.0

8%

0.0

4%

0.7

4%

1.2

2%

0.6

1%

1.9

2%

1.4

1%

0.4

0%

0.0

8%

0.0

0%

0.7

4%

1.1

7%

0.6

3%

1.8

3%

1.2

9%

0.4

0%

0.0

7%

0.0

0%

0.7

3%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

Call Drop Rate (%age)


15.4.8. %AGE OF CONNECTION WITH GOOD VOICE QUALITY



PMR Audit 2G TSP 11.47% 0.61% 2.60% 2.10% 1.63% 1.87% 0.00% 2.29%

3 Day Live Audit 2G 10.84% 0.62% 4.35% 2.46% 1.63% 1.71% 0.00% 2.31%

Benchmark ≤ 3% 3.00% 3.00% 3.00% 3.00% 3.00% 3.00% 3.00% 3.00%

11

.48

%

0.6

2%

2.5

9%

2.1

0%

1.6

0%

1.8

7%

0.0

0%

2.2

9%

11

.47

%

0.6

1%

2.6

0%

2.1

0%

1.6

3%

1.8

7%

0.0

0%

2.2

9%

10

.84

%

0.6

2%

4.3

5%

2.4

6%

1.6

3%

1.7

1%

0.0

0%

2.3

1%

0.00%

2.00%

4.00%

6.00%

8.00%

10.00%

12.00%

14.00%



15.5. 3G PMR COMPARISON (TSP VS. AUDIT AGENCY): NETWORK PARAMETERS

3G PMR Report Comparison between Audit Agency and TSP





PMR Audit 2G TSP 95.34% 97.98% 95.02% 97.37% 96.55% 98.00% 96.27% 97.32%

3 Day Live Audit 2G 95.29% 97.97% 95.39% 96.61% 96.57% 3331.34% 97.56% 97.33%

Benchmark ≥ 95% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00%

95

.34

%

97

.97

%

95

.03

%

97

.37

% 96

.55

%

98

.00

%

96

.16

%

97

.32

%

95

.34

%

97

.98

%

95

.02

%

97

.37

% 96

.55

%

98

.00

%

96

.27

%

97

.32

%

95

.29

%

97

.97

%

95

.39

%

96

.61

%

96

.57

%

97

.56

%

97

.33

%

92.00%

93.00%

94.00%

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

%Age of connection with good voice quality




≤ 2% Agency 0.15% 1.42% 0.12% 0.23%

TSP 0.15% 1.37% 0.12% 0.23%


≤ 2% Agency 0.15% 1.37% 0.59% 0.91%

TSP 0.16% 1.30% 0.59% 0.89%



≥ 95% Agency 99.16% 98.65% 99.25% 99.36%

TSP 99.14% 98.67% 99.25% 99.34%

RRC Congestion: ≤ 1% Agency 0.02% 0.59% 0.33% 0.08%

TSP 0.01% 0.53% 0.33% 0.08%

RAB Congestion: ≤ 2% Agency 0.00% 0.54% 0.15% 0.01%

TSP 0.00% 0.50% 0.15% 0.01%


(Retainability)

Circuit Switched Voice Drop Rate ≤ 2% Agency 0.60% 0.91% 0.77% 0.05%

TSP 0.60% 0.87% 0.77% 0.05%


≤ 3% Agency 1.07% 2.08% 1.77% 0.26%

TSP 1.09% 2.17% 1.77% 0.26%


≥ 95% Agency 98.89% 99.63% 96.95% 99.90%

TSP 98.89% 99.60% 96.95% 99.78%

15.5.1. SUM OF DOWNTIME OF BTSS IN A MONTH IN HRS. IN THE LICENSED SERVICE AREA


15.5.2. NO. OF BTSS HAVING ACCUMULATED DOWNTIME OF >24 HOURS IN A MONTH

AIRTEL BSNL IDEA RCOM GSM

PMR Audit 3G Audit Agency 0.15% 1.42% 0.12% 0.23%

PMR Audit 3G TSP 0.15% 1.37% 0.12% 0.23%

3 Day Live Audit 3G 0.45% 0.00% 0.12% 0.13%

Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00%

0.1

5%

1.4

2%

0.1

2%

0.2

3%

0.1

5%

1.3

7%

0.1

2%

0.2

3%

0.4

5%

0.0

0%

0.1

2%

0.1

3%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%



15.5.3. CALL SET-UP SUCCESS RATE (WITHIN LICENSEE OWN NETWORK)



PMR Audit 3G TSP 0.16% 1.30% 0.59% 0.89%

3 Day Live Audit 3G 0.00% 0.00% 0.00% 0.00%

Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00%

0.1

5%

1.3

7%

0.5

9%

0.9

1%

0.1

6%

1.3

0%

0.5

9%

0.8

9%

0.0

0%

0.0

0%

0.0

0%

0.0

0%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%



15.5.4. RRC CONGESTION



PMR Audit 3G TSP 99.14% 98.67% 99.25% 99.34%

3 Day Live Audit 3G 99.15% 98.81% 98.92% 99.11%

Benchmark ≥ 95% 95.00% 95.00% 95.00% 95.00%

99

.16

%

98

.65

%

99

.25

%

99

.36

%

99

.14

%

98

.67

%

99

.25

%

99

.34

%

99

.15

%

98

.81

%

98

.92

%

99

.11

%

92.00%

93.00%

94.00%

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

Call Set-up Success Rate (Within Licensee own network)


15.5.5. RAB CONGESTION



PMR Audit 3G TSP 0.01% 0.53% 0.33% 0.08%

3 Day Live Audit 3G 0.06% 0.61% 0.18% 0.06%

Benchmark ≤ 1% 1.00% 1.00% 1.00% 1.00%

0.0

2%

0.5

9%

0.3

3%

0.0

8%

0.0

1%

0.5

3%

0.3

3%

0.0

8%

0.0

6%

0.6

1%

0.1

8% 0.0

6%

0.00%

0.20%

0.40%

0.60%

0.80%

1.00%

1.20%

RRC Congestion


15.5.6. CIRCUIT SWITCHED VOICE DROP RATE



PMR Audit 3G TSP 0.00% 0.50% 0.15% 0.01%

3 Day Live Audit 3G 0.01% 0.51% 0.07% 0.00%

Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00%

0.0

0%

0.5

4% 0

.15

%

0.0

1%

0.0

0%

0.5

0% 0

.15

%

0.0

1%

0.0

1%

0.5

1%

0.0

7%

0.0

0%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

RAB Congestion


15.5.7. WORST AFFECTED CELLS HAVING MORE THAN 3% CIRCUIT SWITCHED VOICE DROP RATE



PMR Audit 3G TSP 0.60% 0.87% 0.77% 0.05%

3 Day Live Audit 3G 0.60% 0.89% 0.87% 0.07%

Benchmark ≤ 2% 2.00% 2.00% 2.00% 2.00%

0.6

0%

0.9

1%

0.7

7%

0.0

5%

0.6

0%

0.8

7%

0.7

7%

0.0

5%

0.6

0%

0.8

9%

0.8

7%

0.0

7%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

Circuit Switched Voice Drop Rate


15.5.8. PERCENTAGE OF CONNECTIONS WITH GOOD CIRCUIT SWITCHED VOICE QUALITY



PMR Audit 3G TSP 1.09% 2.17% 1.77% 0.26%

3 Day Live Audit 3G 1.23% 0.00% 2.03% 0.32%

Benchmark ≤ 3% 3.00% 3.00% 3.00% 3.00%

1.0

7%

2.0

8% 1

.77

%

0.2

6%

1.0

9%

2.1

7% 1

.77

%

0.2

6%

1.2

3%

0.0

0%

2.0

3%

0.3

2%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

3.00%

3.50%

Worst affected cells having more than 3% Circuit Switched Voice Drop Rate


15.6. PMR COMPARISON (TSP VS. AUDIT AGENCY): CSD PARAMETERS



PMR Audit 3G TSP 98.89% 99.60% 96.95% 99.78%

3 Day Live Audit 3G 98.89% 99.58% 98.08% 99.90%

Benchmark ≥ 95% 95.00% 95.00% 95.00% 95.00%

98

.89

%

99

.63

%

96

.95

%

99

.90

%98

.89

%

99

.60

%

96

.95

%

99

.78

%98

.89

%

99

.58

%

98

.08

%

99

.90

%

92.00%

93.00%

94.00%

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%



15.6.1. METERING AND BILLING CREDIBILITY : POSTPAID

Benchmark

Agency TSP Agency TSP Agency TSP Agency TSP Agency TSP Agency TSP Agency TSP Agency TSP Agency TSPAIRCEL 0.00% 0.00% 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.38% 98.38% 96.35% 96.35%AIRTEL 0.05% 0.04% 0.13% 0.12% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 99.11% 99.11% 96.48% 96.48%BSNL 0.01% 0.03% 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.24% 99.53%IDEA 0.01% 0.01% 0.02% 0.02% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 99.30% 99.30% 99.39% 99.39%

RCOM GSM 0.08% 0.08% 0.09% 0.09% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 99.10% 99.10% 97.63% 96.51%TTSL CDMA 0.00% 0.00% 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 99.28% 100.00% 98.36% 99.60%TTSL GSM 0.00% 0.00% 0.00% 0.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.36% 98.36% 99.21% 99.74%VODAFONE 0.05% 0.05% 0.03% 0.03% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 99.53% 99.52%

Name of

Service

Provider

Postpaid

Subscribers

Prepaid

Subscribers

%age complaints

resolved within 4

weeks

%age complaints

resolved within 6

weeks

% of

Termination/

Closure of

service within 7

days (100 %)

Cleared over a

period of <60

days (100%)

%age of calls

answered by the

IVR

%age of call

answered by

the operators (

voice to voice)

within 90

seconds

Metering and Billing Billing Complaints Termination & ClosuresTime taken for Response time to customer for

%age of where

credit/waiver is

received within

one week

= 100% ≥ 95% ≥ 95%≤ 0.1% ≤ 0.1% ≥ 98% = 100% = 100% = 100%


15.6.2. METERING AND BILLING CREDIBILITY : PREPAID


Agency(PCPL) 0.00% 0.05% 0.01% 0.01% 0.08% 0.00% 0.00% 0.05%

TSP 0.00% 0.04% 0.03% 0.01% 0.08% 0.00% 0.00% 0.05%

Benchmark ≤ 0.1% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10%

0.0

0%

0.0

5%

0.0

1%

0.0

1%

0.0

8%

0.0

0%

0.0

0%

0.0

5%

0.0

0%

0.0

4% 0

.03

%

0.0

1%

0.0

8%

0.0

0%

0.0

0%

0.0

5%

0.00%

0.02%

0.04%

0.06%

0.08%

0.10%

0.12%

Metering and Billing Credibility : Postpaid


15.6.3. %AGE COMPLAINT RESOLVED WITHIN 4 WEEKS


TTSLCDMA

TTSLGSM

VODAFONE

Agency(PCPL) 0.00% 0.13% 0.00% 0.02% 0.09% 0.00% 0.00% 0.03%

TSP 0.00% 0.12% 0.00% 0.02% 0.09% 0.00% 0.00% 0.03%

Benchmark ≤ 0.1% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10% 0.10%

0.0

0%

0.1

3%

0.0

0%

0.0

2%

0.0

9%

0.0

0%

0.0

0%

0.0

3%

0.0

0%

0.1

2%

0.0

0%

0.0

2%

0.0

9%

0.0

0%

0.0

0%

0.0

3%

0.00%

0.02%

0.04%

0.06%

0.08%

0.10%

0.12%

0.14%

Metering and Billing Credibility : Prepaid


15.6.4. %AGE COMPLAINTS RESOLVED WITHIN 6 WEEKS


TTSLCDMA

TTSLGSM

VODAFONE

Agency(PCPL) 100% 100% 100% 100% 100% 100% 100% 100%

TSP 100% 100% 100% 100% 100% 100% 100% 100%

Benchmark ≥ 98% 98% 98% 98% 98% 98% 98% 98% 98%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

97%

98%

98%

99%

99%

100%

100%

%Age complaints resolved within 4 weeks


15.6.5. %AGE OF WHERE CREDIT/WAIVER IS RECEIVED WITHIN ONE WEEK


Agency(PCPL) 100% 100% 100% 100% 100% 100% 100% 100%

TSP 100% 100% 100% 100% 100% 100% 100% 100%

Benchmark ≥ 98% 98% 98% 98% 98% 98% 98% 98% 98%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

97%

98%

98%

99%

99%

100%

100%

%Age complaints resolved within 6 weeks


15.6.6. %AGE OF CALLS ANSWERED BY THE IVR


TTSLCDMA

TTSLGSM

VODAFONE

Agency(PCPL) 100% 100% 100% 100% 100% 100% 100% 100%

TSP 100% 100% 100% 100% 100% 100% 100% 100%

Benchmark = 100% 100% 100% 100% 100% 100% 100% 100% 100%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

90%

91%

92%

93%

94%

95%

96%

97%

98%

99%

100%

%Age of where credit/waiver is received within one week


15.6.7. %AGE OF CALLS ANSWERED BY THE OPERATORS (VOICE TO VOICE) WITHIN 90 SECONDS


Agency(PCPL) 98.38% 99.11% 100% 99.30% 99.10% 99.28% 98.36% 100%

TSP 98.38% 99.11% 100% 99.30% 99.10% 100% 98.36% 100%

Live Calling 98% 100% 100% 99.40% 99.07% 0.00% 0% 100%

Benchmark ≥ 95% 95% 95% 95% 95% 95% 95% 95% 95%

98

.38

%

99

.11

%

10

0%

99

.30

%

99

.10

%

99

.28

%

98

.36

%

10

0%

98

.38

%

99

.11

%

10

0%

99

.30

%

99

.10

%

10

0%

98

.36

%

10

0%

98

%

10

0%

10

0%

99

.40

%

99

.07

%

0.0

0% 0%

10

0%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

%Age of calls answered by the IVR


15.6.8. %AGE OF TERMINATION/CLOSURE OF SERVICE WITHIN 7 DAYS


Agency(PCPL) 96.35% 96.48% 98.24% 99.39% 97.63% 98.36% 99.21% 99.53%

TSP 96.35% 96.48% 99.53% 99.39% 96.51% 99.60% 99.74% 99.52%

Live Calling 98.54% 98.11% 100% 98.24% 93.58% 0.00% 0.00% 97.03%

Benchmark ≥ 95% 95% 95% 95% 95% 95% 95% 95% 95%

96

.35

%

96

.48

%

98

.24

%

99

.39

%

97

.63

%

98

.36

%

99

.21

%

99

.53

%

96

.35

%

96

.48

%

99

.53

%

99

.39

%

96

.51

%

99

.60

%

99

.74

%

99

.52

%

98

.54

%

98

.11

%

10

0%

98

.24

%

93

.58

%

0.0

0%

0.0

0%

97

.03

%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

%Age of call answered by the operators ( voice to voice) within 90 seconds


15.6.9. CLEARED OVER A PERIOD OF <60 DAYS


Agency(PCPL) 100% 100% 100% 100% 100% 100% 100% 100%

TSP 100% 100% 100% 100% 100% 100% 100% 100%

Benchmark = 100% 100% 100% 100% 100% 100% 100% 100% 100%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

80%

82%

84%

86%

88%

90%

92%

94%

96%

98%

100%

%Age of Termination/ Closure of service within 7 days



Agency(PCPL) 100% 100% 100% 100% 100% 100% 100% 100%

TSP 100% 100% 100% 100% 100% 100% 100% 100%

Benchmark = 100% 100% 100% 100% 100% 100% 100% 100% 100%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

10

0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Cleared over a period of <60 days


16. KEY FINDINGS

16.1. 2G VOICE PMR – CONSOLIDATED

16.2. 3 DAY LIVE - 2G VOICE PMR – CONSOLIDATED

**For each instance of “DNA (Data Not Available)”, please refer the respective hard copy of audit report(s).

16.3. BILLING AND CUSTOMER CARE

AIRTEL has parameter value of 0.13% and failed to meet the benchmark of ≤ 0.1% Metering and Billing credibility Prepaid Subscribers.

udit assessmentofquality of ervice c (cmts) (j s 2016) … · 2017-12-16 · july to september 2016...

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